Financial Services Improvement in City Government—A Lean Six Sigma Case Study

Financial Process Overview ................................................................................... 155 Define Phase Exercises .......................................................................................... 157 Define Phase ........................................................................................................... 158 Define Phase Case Discussion ............................................................................... 161 Measure Phase Exercises ....................................................................................... 165 Measure Phase ....................................................................................................... 166 Measure Phase Case Discussion ............................................................................ 173 Analyze Phase Exercises ........................................................................................ 175 Analyze Phase ........................................................................................................ 177 Analyze Phase Case Discussion ............................................................................. 187 Improve Phase Exercises........................................................................................ 189 Improve Phase ........................................................................................................ 190 Improve Phase Case Discussion ............................................................................ 196 Control Phase Exercises ......................................................................................... 199 Control Phase .........................................................................................................200 Control Phase Case Discussion ..............................................................................203 Acknowledgment ...................................................................................................205 Reference ...............................................................................................................205