{"product_id":"operational-excellence-breakthrough-strategies-for-improving-customer-experience-and-productivity-hardcover","title":"Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity - Hardcover","description":"\u003cdiv\u003e\u003cp style=\"text-align: right;\"\u003e\u003ca href=\"https:\/\/reportcopyrightinfringement.com\/\" target=\"_blank\" rel=\"nofollow\"\u003e\u003cb\u003eReport copyright infringement\u003c\/b\u003e\u003c\/a\u003e\u003c\/p\u003e\u003c\/div\u003e\u003cp\u003eby \u003cb\u003eJames Martin\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003e\u003cem\u003eOperational Excellence, Second Edition - Breakthrough Strategies for Improving Customer Experience and Productivity\u003c\/em\u003e\u003c\/strong\u003e brings together leading-edge tools, methods, and concepts to provide process improvement experts a reference to improve their organization's quality, productivity, and customer service operations. Its major topics include alignment of strategy to the design of supporting systems to meet customer expectations, manage capacity, and improve performance. It provides a concise and practical reference for operational excellence. Its fourteen chapters lead a reader through the latest tools, methods, and concepts currently used to capture \"voice of\" customers, partners, and other stakeholders, new strategies for the application of Lean, Six Sigma, as well as product and service design across diverse industries, including manufacturing to financial services. This book operates from three premises: \u003c\/p\u003e\u003cul\u003e \u003cp\u003e \u003c\/p\u003e \u003cli\u003eOrganizations can increase competitiveness in an era of globalization through the application of \"voice-of\" applications, Design Thinking, the integration of the Information Technology Ecosystem's new tools and methods integrated with proven Lean and Six Sigma applications\u003c\/li\u003e \u003cp\u003e \u003c\/p\u003e \u003cli\u003eOperational performance correlates to an organization's financial, operational, and resultant productivity, as well as with shareholder economic value add (EVA) metrics and can be measured and improved using the methods in this book\u003c\/li\u003e \u003cp\u003e \u003c\/p\u003e \u003cli\u003eValue-adding activities and disciplines discussed are global and applicable to every organization\u003c\/li\u003e \u003c\/ul\u003e\u003cp\u003e\u003cstrong\u003eA PRACTICAL TOOL FOR REAL-WORLD APPLICATION\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eNew topics are introduced in the second edition. These include Design Thinking, the \"voice-of\" Information Technology Ecosystems, Big Data applications, and Robotic Process Automation. Key topics from the first edition remain. These include Design-for-Six-Sigma (DFSS), Lean and Six Sigma methods, productivity analysis, operational assessments, project management, and other supporting topics. Each chapter contains tools and methods that will help readers identify areas for operational improvements. It contains 300 figures, tables, and checklists to help increase organizational productivity. Practical examples are integrated through the book.\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eJames William Martin\u003c\/strong\u003e is a Lean Six Sigma consultant and Master Black Belt. For twenty years, Martin has trained and mentored several thousand executives, champions, Black Belts, and Green Belts in process improvement methods including manufacturing, service, and supply chain applications. He has led successful Lean Six Sigma assessments in Japan, China, Korea, Singapore, Malaysia, Thailand, Australia, North America, and Europe. This work included organizations in hardware, software, computer security, retail sales, banking, insurance, financial services, measurement systems, automotive, electronics, aerospace component manufacturing, electronic manufacturing, controls, building products, industrial equipment, and consumer products. He served as an instructor at the Providence College Graduate School of Business for twenty years. He also holds several patents and has written numerous articles on quality and process improvement.\u003c\/p\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 504\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1.3 x 9.3 x 6.1 IN\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eIllustrated:\u003c\/strong\u003e Yes\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e January 28, 2021\u003c\/div\u003e\n            ","brand":"BooksCloud","offers":[{"title":"Default Title","offer_id":52483219620147,"sku":"9780367491734","price":149.54,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0300\/5595\/6612\/files\/UlN5VGNsUy92SkNPSm5rQmlUY1J1QT09.webp?v=1759751981","url":"https:\/\/www.vysn.com\/en-ca\/products\/operational-excellence-breakthrough-strategies-for-improving-customer-experience-and-productivity-hardcover","provider":"VYSN","version":"1.0","type":"link"}