Demystifying Six Sigma - a Company-Wide Approach to Continuous Improvement
Demystifying
Six Sigma
This page intentionally left blank
Demystifying
Six Sigma
A Company-Wide Approach to
Continuous Improvement
Alan Larson
American Management Association
New York • Atlanta • Brussels • Buenos Aires • Chicago • London • Mexico City
San Francisco • Shanghai • Tokyo • Toronto • Washington, D. C.
Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department,
AMACOM, a division of American Management Association,
1601 Broadway, New York, NY 10019.
Tel.: 212-903-8316. Fax: 212-903-8083.
Web Site: www.amacombooks.org
This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
Library of Congress Cataloging-in-Publication Data
Larson, Alan.
Six sigma demystified : a company-wide approach to continuous improvement / Alan Larson.
p. cm.
Includes bibliographical references and index.
ISBN 0-8144-7184-6
1. Total quality management. 2. Six sigma (Quality control standard)
3. Customer services—Quality control. I. Title.
HD62.15 .L372 2003
658.4 '013—dc21
2002152003
© 2003 Alan Larson.
All rights reserved.
Printed in the United States of America.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association,
1601 Broadway, New York, NY 10019.
Printing number
10 9 8 7 6 5 4 3 2 1
CONTENTS
Preface
ix
SECTION ONE: THE BASICS
OF
Six Sigma
This page intentionally left blank
Demystifying
Six Sigma
A Company-Wide Approach to
Continuous Improvement
Alan Larson
American Management Association
New York • Atlanta • Brussels • Buenos Aires • Chicago • London • Mexico City
San Francisco • Shanghai • Tokyo • Toronto • Washington, D. C.
Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department,
AMACOM, a division of American Management Association,
1601 Broadway, New York, NY 10019.
Tel.: 212-903-8316. Fax: 212-903-8083.
Web Site: www.amacombooks.org
This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
Library of Congress Cataloging-in-Publication Data
Larson, Alan.
Six sigma demystified : a company-wide approach to continuous improvement / Alan Larson.
p. cm.
Includes bibliographical references and index.
ISBN 0-8144-7184-6
1. Total quality management. 2. Six sigma (Quality control standard)
3. Customer services—Quality control. I. Title.
HD62.15 .L372 2003
658.4 '013—dc21
2002152003
© 2003 Alan Larson.
All rights reserved.
Printed in the United States of America.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association,
1601 Broadway, New York, NY 10019.
Printing number
10 9 8 7 6 5 4 3 2 1
CONTENTS
Preface
ix
SECTION ONE: THE BASICS
OF