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Lean Six Sigma in Service: Applications and Case Studies



CRC Press, Boca Raton



Lean Six Sigma in Service: Applications and Case Studies

 Author  Sandra L. Furterer

Year of Publication











Krishna B. Misra



Review Complete

The book comprises 11 chapters that are preceded by a Preface, Acknowledgements, about the Authors and Contributors followed by two Appendices and an Index.



Chapter 1

Instructional Strategies for Using This Book

09 Pages


Chapter 2

Lean Six Sigma Roadmap Overview

50 Pages


Chapter 3

Design for Six Sigma Roadmap Overview

11 Pages


Chapter 4

Sunshine High School Discipline Process Improvement-A Lean Six Sigma Case Study

81 Pages


Chapter 5

Financial Services Improvement in City Government-A Lean Six Sigma Case Study

51 Pages


Chapter 6

Industrial Distribution and Logistics (IDIS) Program Recruiting Process Design-A Lean Six Sigma Case Study

46 Pages


Chapter 7

CECS Inventory and Asset Management Process Improvement-A Lean Six Sigma Case Study

65 Pages

Chapter 8

High School Advanced Placement Open Access Process Assessment-A Lean Six Sigma Case Study

65 Pages


Chapter 9

Project Charter Review Process Design-A Design for Six Sigma Case Study



Chapter 10

Assessing Lean Six Sigma Project Success-A Case Study Applying a Lean Six Sigma Post Project Assessment Strategy

16 Pages


Chapter 11

The Future and Challenge of Lean Six Sigma

04 Pages


Appendix A : Financial Process Flows

08 Pages


Appendix B : Cost Benefit Analysis

03 Pages



06 Pages



Although, it is an edited book with 11 chapters and 18 contributors, the editor is a common coauthor of all the lean-six-sigma-978-1-4200-7888-611 chapters. However, out of the 11 chapters of the book, the editor is sole contributors to 7 chapters.  Of the 18 contributors, 13 are from the University of Florida, Orlando, USA, where the editor was a visiting Assistant Professor and Assistant Chair in the department of Industrial Engineering and Management during 2004-2006. The book has grown out of the teaching of the subject by the editor and projects handled by her. She claims to have helped Fortune 100 companies, local government and non-profit organizations to streamline their processes and information systems.

Obviously, the contribution of the editor as a teacher is reflected in explaining how to apply and integrate tools of Lean Six Sigma. She is an ASQ Certified Six Sigma Black Belt and experienced consultant. Therefore,, the book is an authoritative treatise on the subject. The utility of the book is enhanced by engaging the reader by enabling hands on experience with Lean Six Sigma projects. Case exercises have been provided for each phase of Define-Measure-Analyze-Improve-Control (DMAIC) or Identify-Define-Optimize-Validate (IDDOV) problem–solving methodology.Each phase provides the solution that can be used as a guide to solve next phase of project.

Lean Six Sigma projects included in this book caters to three different levels of students, namely a beginner, intermediate with some exposure of Lean Six Sigma and some statistical background and lastly, advanced level student who have worked on Lean Six Sigma projects. In short, this is a very useful book for students who wish to learn the Lean Six Sigma technique and how to apply to the methodology to real projects.


This review has been published in Vol. 11, No. 6,  November 2015 issue of the IJPE


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