Six Sigma doesn't improve the customer experience. It may seem that Six Sigma turns the focus away from the customer because it is driven by data. In so many companies, quality improvement is driven by the latest customer complaint, or some manager's latest issue. This may seem like you are being responsive to the customers, but such an ad hoc and scatter-shot approach is inefficient and ultimately doomed to failure. The question you need to ask is what data is presented to the organization in order to select improvement projects? Without the right data, how can you succeed? Unless the approach is systematic and the solution driven by measurement and analysis, there is little hope for lasting quality improvement.
Six Sigma is oriented toward the solution of probl View the rest of this article
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