Six
sigma is a management tool designed to focus on developing
and delivering near-perfect products and services to your
customers. It is a highly disciplined process intended
to help you get as close to zero defects as possible.
Sigma is a statistical term that measures how far a given
process deviates from perfection.
Three elements
enable you to focus on the quality of the products and
services you provide: the customer, your process and your
employees. If you don't delight the customer, someone
else will. You must examine your processes to discover
what the customer is seeing and feeling. Achieving Six
Sigma quality is the responsibility of every employee.
To
achieve Six Sigma quality a process must produce no more
than 3.4 defects per million opportunities. That means
for every million opportunities to please a customer,
you fail less than 3.4 times. That is an incredibly high
standard of quality and it is why it produces customer
satisfaction. The customer feels the variance in any transaction
or process that does not deliver a consistent, predictable
level of quality.
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