2.4. SUMMARY: SIX THEMES OF SIX SIGMA
We can distill the critical elements of Six Sigma into six themes. These principles—supported by the many Six Sigma tools and methods we'll be presenting throughout this book—will give you a preview of what Six Sigma will look like in your organization.
2.4.1. Theme One: Genuine Focus on the Customer
As mentioned, companies launching Six Sigma have often been appalled to find how little they really understand about their customers.
In Six Sigma, customer focus becomes the top priority. For example, the measures of Six Sigma performance begin with the customer. Six Sigma improvements are defined by their impact on customer satisfaction and value.
2.4.2. Theme Two: Data- and Fact-Driven Management
Six Sigma ...
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