The meaning of six sigma -- The customer's point of view -- Outside-in thinking -- The nature of quality -- Product and service defects -- Improving process systems -- Striving for consistency -- Expectations and rules
Summary
The basics behind the Six Sigma quality control technique Six Sigma is designed to achieve excellence in customer service and measure deviation from the ideal. It provides a process for placing value on the intangible nature of quality control. The underlying theories of Six Sigma are highly technical and complex
Bibliography
Includes bibliographical references (pages 209-210) and index
