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Lean Six Sigma Service Excellence by Gerald Taylor

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9 MANAGEMENT BY FACT: THE DMAIC APPROACH TO PERFORMANCE IMPROVEMENT

MANAGEMENT BYFACT: THE DMAICAPPROACH TOPERFORMANCEIMPROVEMENT

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To this point, we have discussed the purpose, methods, and tools used in the practice of Six Sigma. This chapter is devoted to further defining what Six Sigma is in the context of a concept called management by fact.

FIRE FIGHTING

When managers problem solve, often they have a gut feeling or intuition regarding the nature of the issue with which they are dealing. They frequently formulate and implement solutions ...

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