2.2. SIX SIGMA AS A GOAL

Even if you're on the right track, you'll get run over if you just sit there.

——Will Rogers, Humorist

When a business violates important customer requirements, it is generating defects, complaints, and cost. The greater the number of defects that occur, the greater the cost of correcting them, as well as the risk of losing the customers. Ideally, your company wants to avoid any defects and the resulting cost in money and customer satisfaction.

But if you have lots of customers, some defects are bound to slip through, right? The problem is that even a seemingly low percentage of defects can mean a lot of unhappy customers. If your company processed 250,000 credit card bills a month and operated at 99.38 percent accuracy ...

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