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Lean Sigma Methods and Tools for Service Organizations by Jaideep Motwani

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Chapter 4

Comparing Manufacturing and Service Environments

Joe and his family were up early on the morning of the ship tour. Joe’s wife had cooked a pancake breakfast and the sugar high was just kicking in for the kids as they arrived at the port. Joe spotted Larry talking with a crew member outside the ship boarding area. “Larry!” yelled Joe with a wave. Larry wrapped up his conversation and walked over to Joe.

“Boy, we are sure ready for this. What’s the day-plan?” asked Joe.

Larry explained that he thought he’d drop Joe’s wife and children off at the family pool and set everyone up with a day pass for the ship’s amenities. The ship was at port today preparing for the next voyage. Many of the restaurants were in a changeover mode, yet there ...

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