A revealing study of Six Sigma

Abstract

There can be little doubt that Six Sigma is far more than just another novelty concept, and can be regarded as a major innovation in terms of the management of quality throughout a business. A rapidly increasing number of companies, from all industries and of all sizes, are now almost unanimously reporting extremely handsome, and sometime spectacular, returns on their program and training investments. However, despite this obvious success there is also the growing recognition that most companies are actually failing to get the most from the approach, because they are not focusing the philosophy on its prime target – the customer.