Sandra L. (Wal-Mart Stores Inc., Bentonville, Arkansas and Southern Polytechnic State University, Marietta, Georgia, USA) Furterer 
Lean Six Sigma in Service [PDF ebook] 
Applications and Case Studies

In real life, data is messy and doesn »t always fit into normal statistical distributions. This is especially true in service industries where the variables are, well, variable and directly related to and measured by the constantly changing needs of customers. As the breadth and depth of tools available has increased across the integrated Lean Six S