Average Reviews:
(More customer reviews)In a world of Six Sigma books that tend to be on either extreme, hard core statistics or top level managerial material, Customer Centered Six Sigma is right on target. This book is filled with real life data and examples that drive home the critical issues surrounding implementation of Six Sigma projects from a perspective that will be useful to a Black Belt.
The book illustrates how important it is to have a strong linkage between a Six Sigma project and your customers, and tells you how to get there.
Finally, if you are involved with Six Sigma projects that are transactional based, this book could be a great help to you with data and examples from serviced based industries.
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Customer Centered Six Sigma provides readers with afundamental, yet comprehensive, approach to thoroughly involvingcustomer requirements into all aspects of your organization'sbusiness.This book offers a very basic understanding of the SixSigma initiative, placing heavy emphasis on the consideration andimplementation of customer input throughout the process.The authorspresent a high-level review of basic Six Sigma tools for gatheringcustomer requirements, conducting customer satisfaction surveys, andmanaging organizational processes and opportunities based uponcustomer input.The entire book discusses the involvement andalignment of the customer with the organization's processes andculture.Each chapter's points are reinforced with case-studies whichemphasize key lessons learned.
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