Written for managers and leaders who need to employ Lean Six Sigma applications to improve service, governmental and educational processes, this guide provides step-by-step instructions on how to apply such methodologies as DMAIC and IDDOV. Editor Furterer, an operational performance analyst with Holy Cross Hospital in Florida, has collected case studies and applications from experts in the field that demonstrate how Lean Six Sigma teams have solved project dilemmas and challenges to achieve improvements in the metrics that measure customer satisfaction. The contributors also outline the most common challenges encountered by the teams and describe the steps in which the roots of these problems were identified and addressed. Annotation ©2009 Book News, Inc., Portland, OR (booknews.com)