- ISBN-10: 0071445552
- ISBN-13: 9780071445559
- Author: Kai Yang
- Language: English
The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements.