Page 18 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
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Customer-
Service
Examples Provider Delivery Service Interaction Process Products Usually happens at Paperwork Finished Insurance, the beginning processing paperwork mortgage and the end of a and loan. transaction Important. Usually Back room is similar Meals, Restaurant, happens d
Service Types and Service Features Features Sequence of paperwork, data entries, and decisions Front room and back room, high equipment requirement Front room and back room, highly customized service Large facility, many choices of goods, customer self-service
Table 1.1 Service Type Office processes (transaction process) Service factory Pure service shop Retail service store
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