個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Operational Excellence
內容大綱
Having explored one approach to service excellence (strategic differentiation through innovation) in Chapter 2, Chang explores his second approach in Chapter 3, Operational Excellence (49 pages), which focuses on improving work productivity. He explores how managers can improve service speed, quality, and cost through a combination of the Lean principle and Six Sigma methodology. He reviews web-based tools for customer relationship management, enterprise resource management, and project management tools, and provides real-world examples of each. He explores emerging web services used by companies like Amazon.com and provides an in-depth analysis of Service Oriented Architecture (SOA) and the important implications for managers. He shares insight into the implementation of programs that improve business operations and outlines practical steps and key considerations. The chapter includes an appendix on the using Lean Six Sigma as a service model.