Een geheel vernieuwde en uitgebreide Engelstalige uitgave, gefocust op de implementatie van Lean Six Sigma in dienstverlening en zorgsector. Een uitgave waarvan de eerdere drukken uitverkocht zijn en die nu in een meer uitgebreide en aangepaste versie opnieuw wordt uitgebracht. Lean Six Sigma has evolved into a global standard for organizing the design, improvement and control of business processes. Well-designed and controlled processes are key in achieving operational excellence, and ensure the quality of service and care, the reliability and safety of work that is done, and a timely processing with short waiting times. High quality processes will at the same time improve the operation’s flexibility, allowing one to adjust to changes in demand and circumstances. Relentless elimination of waste and inefficiency, finally, will drive down operational costs. Lean Six Sigma offers a complete model for shaping an operational excellence program in one’s organization. The methodology is built on principles and methods that have proven themselves over the twentieth century. Having emerged in manufacturing, the approach has gained tremendous momentum in the service and healthcare industries in recent years. This book offers a thorough and practical account of Lean Six Sigma with a special focus on applications in service and healthcare organizations. Auteurs: Jeroen de Mast, Ronald J.M.M. Does, Henk de Koning en Joran Lokkerbol