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Lean Six Sigma Service Excellence by Gerald Taylor

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4 ANALYZING PERFORMANCE VARIATION

ANALYZINGPERFORMANCEVARIATION

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Our Customers Feel the Variance, Not the Mean

Customers don’t judge us on averages, they feel the variance in each transaction, each product we ship. Customers value consistent, predictable business processes that deliver world-class levels of quality. This is what Six Sigma strives to produce.

—General Electric Web site

(www.ge.com/sixsigma/sixsigstrategy.html)

ANALYZING PERFORMANCE VARIATION

Six Sigma is best supported when managers and employees back decision making ...

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