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本书详细的介绍了六西格玛的原理和应用，主要目录为： Table of Contents Lean Six Sigma for Service—How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions Introduction Part I - Using Lean Six Sigma for Strategic Advantage in Service Chapter 1 - The ROI of Lean Six Sigma for Services Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma Success Story #1 - Lockheed Martin Creating a New Legacy Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization Success Story #2 - Bank One Bigger… Now Better Chapter 4 - Executing Corporate Strategy with Lean Six Sigma Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat Chapter 5 - The Value in Conquering Complexity Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution Part II - Deploying Lean Six Sigma in Service Organizations Chapter 6 - Phase 1—Readiness Assessment Chapter 7