Abstract
AS BUSINESS MANAGEMENT REgimes go, Six Sigma is fairly tough-minded. Marshaling statistical quality-control tools to achieve near-zero defects—3.4 per million, to be exact—appeals more to the mind of a chemical engineer than does, say, a more open-ended concept like business process reengineering Even the ISO 9000 quality certification is soft in comparison with Six Sigma. ISO 9000 amounts only to third-party verification that a quality management program is in place and in use, with no accounting for results. We've all heard the joke about how you can make cement life jackets and still get by on ISO 9000. Well, there aren't a lot of jokes about Six Sigma—3.4 is 3.4. Period. Developed at Motorola, Six Sigma proved a custom fit for General Electric, whose no-nonsense CEO Jack Welch saw in it an unambiguous tool by which to measure and improve performance. ...
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