Part I: Lean Six Sigma Basics 7

Chapter 1: Defi ning Lean Six Sigma 9

Chapter 2: Understanding the Principles of Lean Six Sigma 23

Part II: Working with Lean Six Sigma 41

Chapter 3: Identifying Your Customers 43

Chapter 4: Understanding Your Customers' Needs 53

Chapter 5: Determining the Chain of Events 73

Part III: Assessing Performance 95

Chapter 6: Gathering Information 97

Chapter 7: Presenting Your Data 117

Chapter 8: Analysing What's Affecting Performance 139

Part IV: Improving the Processes 153

Chapter 9: Identifying Value-Added Steps and Waste 155

Chapter 10: Discovering the Opportunity for Prevention 169

Chapter 11: Identifying and Tackling Bottlenecks 185

Chapter 12: Introducing Design for Six Sigma 195

Part V: Deploying Lean Six Sigma 217

Chapter 13: Leading the Deployment 219

Chapter 14: Selecting the Right Projects 229

Chapter 15: Understanding the People Issues 241

Part VI: The Part of Tens 255

Chapter 16: Ten Best Practices 257

Chapter 17: Ten Pitfalls to Avoid 267

Chapter 18: Ten Places to Go for Help 275

Index 283