Customer Centered Six SIGMA: Linking Customers, Process Improvement, & Financial Results

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. Customer Centered Six Sigma provides readers with a fundamental, yet comprehensive, approach to thoroughly involving customer requirements into all aspects of your organization's business. 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. the entire book discusses the involvement and alignment of the customer with the organization's processes and culture. Each chapter's points are reinforced with case-studies which emphasize key lessons learned. Steven and Earl have done an excellent job in presenting complex concepts in simple terms, and reinforcing these through the use of case studies and examples. This is a very practical, readable, and useful book. - James H. Keyes Chairman and CEO Johnson Controls, Inc.Earl Naumann is the author of 'Customer Centered Six SIGMA: Linking Customers, Process Improvement, & Financial Results', published 2000 under ISBN 9780873894906 and ISBN 0873894901.