The Six Sigma Scorecard : A Framework to align Strategy, Improvement Performance, and Customer Satisfaction

ISBN-13: 9783639128321 / Angielski / Miękka / 2009 / 184 str.

Adriana Berroteran-Rodriguez

Opis

Nowadays, organizational challenges have been pushing§managers to find and apply novelty methodologies that§respond well to management issues. The Six Sigma§Scorecard SSS methodology was built, implemented§and evaluated as a new management framework that§closes the gap between strategy, employee output,§performance and customer satisfaction. The foundation§of the SSS model is the synergy between the alignment§of management and quality theories, contained in the§literature on Balanced Scorecard, Six Sigma and§various combined methodologies and tools. The use of§a Case Study as a research methodology allowed a high§level of engagement between management research and§management practice.§The book is organized in a way that any investigator§can explore the research strategies, the research§protocol, and the research validity. Also, Managers§at all levels can understand and apply the SSS§framework to align strategy, performance improvement§and customer satisfaction. The SSS methodology§allowed identification of improvement projects that§contribute to organizational strategy and provided§feedback to the top management level.

O autorze

Adriana Berroteran-Rodriguez, PhD, got her doctoral degree in
Industrial Engineering at The University of Central Florida, as
well as her M.S. degree in Engineering Management. She had
lectured in the areas of Total Quality Management, Experimental
Designs, Introduction to Industrial Engineering, Algorithmic and
Applied Computer.