In a world of big business and corporations that seem to push their weight around to go after that last dollar, Six Sigma’s key concepts and the success it has brought many businesses is a breath of fresh air.
Imagine big businesses such as GE (General Electric) that actually puts the customer first and foremost and makes a profit. In fact, GE takes customer service to a new level by keeping their promise of on-time delivery, great competitive prices, and putting out a great product based on what the customer wants or requires.
Key Core Concepts of Six Sigma
- Critical to Quality: Focuses on the attributes that are most important to the customer.
- Defect: Failing to deliver what the customer wants.
- Process Capability: What your process can deliver.
- Variation: What the customer sees and feels.
All of the core concepts are very important, but the ones we are highlighting are ones that could be misunderstood, such as Critical to Quality (CTQ) and Variation. Let’s face it, if your customer isn’t getting what is important to him or her in your product or service, why would your customer continue doing business at your establishment? Getting what is important in the product is what your customer sees as quality.
Variation in the product is never good; consistency is extremely important. Business processes should yield consistent products that are reliable. When Coca-Cola changed their flavor to the New Coke, there was an uproar. The consistent flavor of Coca-Cola that we all love is the reason we buy their product.
In a nutshell, if have adopted Six Sigma as your company culture, then everything that you do within your business should embrace Six Sigma’s customer-focused, data-driven philosophy. Otherwise, you won’t yield the results at its fullest.
For more information on our Six Sigma training courses and services, please visit 6sigma.com.