Goel, a Six Sigma expert at TRW Automotive, presents a strategic, operational, and design perspective of Six Sigma for the service environment, covering the role of services in the economy, service benchmarks, the Six Sigma methodology for transaction and services, and implementation of Six Sigma methodology in service firms. The guide shows how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change, such as customer billing, order processing, and call center management. There is also material on human capital and outsourcing. Annotation c2004 Book News, Inc., Portland, OR (booknews.com)