This ground breaking "how to" book is a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service-oriented environment. It uses real case studies and examples to show how Six Sigma and Lean Servicing™ techniques have been implemented and proven effective in achieving substantial documented results. The author covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods that can be used effectively in service organizations to achieve reduced costs and a new level of service excellence.