Most executives intuitively know that some (if not many) of their service processes are inefficient. Yet, service process improvements are a barely touched frontier in the relentless corporate drive to lower costs and improve quality. One reason for this is the lack of objective process controls such as those developed for manufacturing over the last 50 years.This paper helps decision makers seeking a methodology best suited for service process improvement. It is a compendium of experience, personal notes and the readings of noted authors (described in the reference section). Inside you will find a description of Lean Six Sigma for Services, in general terms, along with a survey of the benefits, characteristics, approach, and tools.
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