Innovation & Quality: What is Six Sigma

Innovation & Quality

Innovation and Quality is dedicated to the discussion of the best current practices to delver the best Customer Experience for businesses and organizations. REVENUE GROWTH ... from delighting your Customers CUSTOMER-VALUED INNOVATION ... to delight your Customers CUSTOMER-FOCUSED QUALITY ... to delight your Customers, and ENGAGING THE ENTIRE COMPANY... to delight your Customers

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Name: Bill Robinson

Location: United States

Bill Robinson has more than thirty years of experience in business leadership and corporate performance improvement. For many years, Bill was Vice President of Innovation and Quality for Bell Labs. Other leadership positions Bill has held include Vice President of Quality and General Manager of EasyLink Services Corporation and President of Innovation and Quality Solutions. Bill is currently Distinguished Professor of Systems Engineering at Stevens Institute of Technology where he was previously the Director of Systems Engineering. http://www.linkedin.com/in/iqsolutions

Sunday, June 19, 2005

What is Six Sigma – Point 3

More significant than the ubiquitous DMAIC and Black Belts, most companies that have a Six Sigma program in place underutilize its potential by aiming it primary at reducing operational costs.

When used in this internally-focused way, Six Sigma can be an effective tool with a significant ROI to be expected.

On the other hand, when used in a manner that is externally focused, i.e., on the customer, Six Sigma becomes a powerful tool that can be the foundation of a systematic approach to improve customer satisfaction.