Cover; Half Title; Dedication; Title; Copyright; Contents; List of figures and tables; Acknowledgements; Introduction; 1 The development of quality; Quality before consultants; American quality discovered; Quality goes Japanese; Quality returns to America; Summary; 2 What is Six Sigma?; The new paradigm; The methodology of Six Sigma; The statistical basis of Six Sigma; Statistical primer; Six Sigma in manufacturing; Statistical Process Control; Total Quality Management; Six Sigma in service industries; Summary; 3 Understanding an organization; Adding value to products and services
A strategy for products and servicesCore and enabling processes; Summary; 4 Understanding the customer; External customers; Internal customers; Customer satisfaction; Practical customer research; Determining Critical To Quality characteristics; Summary; 5 The vision and benefit of Six Sigma; To be world-class; Cost of quality; Working with customers and suppliers; Summary; 6 Implementing Six Sigma in practice; The strategy of quality improvement; Process improvement projects; A five-step methodology; Champions of quality; Selecting the staff; Working with quality assurance
Examples of successful Six Sigma in practiceSummary; 7 Looking to the future; Process-oriented organizations; From two to four sigma; Beyond four sigma; Designing new processes; Use of technology; Conclusion; Summary; Appendix; Implementing Six Sigma in small organizations; The challenge of Six Sigma in medium-sized enterprises; Experiences in large, global organizations; DPMO-to-process sigma conversion table; Index
