ASQ H1080-2001

Businesses are continuously forced to innovate due to influential factors such as increased customer expectation, technological change, and global competition. Due to continuous innovation, customers are constantly expecting more, and maintaining a higher level of customer satisfaction becomes more and more difficult. Many companies around the world are staying on-top of these changes with the Six Sigma initiative, which stresses continual innovation and process improvement. This book offers a basic understanding of the Six Sigma initiative, placing emphasis on the consideration and implementation of customer input throughout the process. The authors present a high-level review of basic Six Sigma tools for gathering customer requirements, conducting customer satisfaction surveys, and managing organizational processes and problems. Each chapter's points are reinforced with case-studies which emphasize key lessons learned.
Authors: Earl Naumann and Steven Hoisington.