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What is Lean Six Sigma? by Bill Kastle, David T. Rowlands, Michael L. George

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CHAPTER 2Key #1: Delight Your Customers with Speed and Quality

It used to be that a company would decide what features to include in its products or service based solely on what their engineers or marketing staff said they should be doing. And people were taught that the only opinion that really mattered was the boss's.

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Nowadays, those old-fashioned notions have been replaced by a new attitude that only customers can define quality. The logic seems obvious when you stop to think about it. Customers are the people who will decide whether to spend their money on your company's services or products. They'll be comparing your offerings against everything ...

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