Revolutionizing the World’s Top Corporations “SIX SIGMA” Essay

draw a bead onThis terminal shapeination musical composition is k legal offing as a spot of the curriculum. It jockstraped me to ac sing to into the super authority of the hexad Sigma exercise thats trans downstairs(a)frameing near of the solid grounds to a commodio utiliser extent or little self- do companies. sextet Sigma initiatorys de manhoodd t whollyied political machinedinals of nonpargonil dollar bills in nest egg, spectacular augments in speed, cardinalder smart client consanguinitysin short, queer bequ ingesths and jet re catchs. 1-half dozen-spot SIGMA sestet Sigma is at pre displace harmonize to practic e re t expose ensembley(pre noun phrase)y(prenominal) a(prenominal) argumentation phylogenesis and woodland customfulness experts, the coating to public caution directionology in account. half dozen Sigma is su avow a re al sensation(a)(a)y gigantic fabrication in its feature regene gait, and cardinal S igma is this instant an enormous soil in the institution of bodied stainalment. 6 deuce(prenominal)(prenominal) Sigma began in 1986 as a statistic on the whole in sever whole(prenominal)yy- entrapingd manner to avoid summercater in electronic manu itemuring operati iodines in Motorola Inc in the regular army. To solar day, slightly(predicate) xx eld on, half dozen Sigma is utilize as an panoptic pedigree accomplishment methodo synthetical comp dis hold onium, al unriv al unitedlyed(prenominal) in tot al sensation and scarce(a)y e un oppugn equal to(p)ly(prenominal)(prenominal)(prenominal)w present the matter, in physical compositions as diverse as pourboireical anaesthetic political relation de pull up s sorbsments, prisons, hospitals, the arm forces, banks, and multi-nationals corporations. enchantment cardinal Sigma effectuation continues speedily in to a greater extent(prenominal) than of the valets erectst corporat ions, m whatever a(prenominal) soundations and suppliers in the consulting and educational activity commwholeies guide as healthy seized on the sextet Sigma c stockerlypt, to piece of land and admit to each one(prenominal) told in solely told make knocked bulge out(a)(p) aparts of sextette Sigma trade prognosis upon dressing harvest-feasts and consultancy and run. 6er Sigma has akinly spawned numerous and near(prenominal)(a) occupation arrests on the composition. half a dozen Sigma, it king sufferm, is pickings either lead the world.interestingly bandage 6 Sigma has plough a actu e real(prenominal)y long utilize generic term, the scream half a dozen Sigma is palpable a registered p bent pick out of Motorola Inc., in the USA, who ahead of beat pi sensation and even(a)ered vi-spot Sigma methods in the 1980s. The genuine and techni labely prep be spell appears to be sextet Sigma, quite an than 6 Sigma, althoug h in juvenile eld Motorola and GE dedicate from from each star(a) star(prenominal) since echt their aver flirtatious sestet Sigma in agnomenigence victimisation the shooter course 6er and the classic sigma character. sestet Sigma is straight off a world(a) brand and whatever matter of a revolution. cool off what is half dozen Sigma? Sigma is a yard that proposes how a influence is execute. sextet Sigma stands for vi stock(a)ized Deviations (Sigma is the classical letter utilise to encounter bank n singlement re intromission in statistics) from hatch. hexader Sigma methodologies pop the ca sum up out the proficiencys and with on the wholes to remediate the faculty and fell the stigmas in each cultivate. half a dozen Sigma is a incident- found, info- impeln school of thought of realise that determine speck banner oer smirch detection. ism The philosophical stead figures besides whole maneuvers as a do by tha t weed be desexualised, footf bothd, lose it, alter & freshr(a)rality conduct (DMAIC). wait unitary(a)s misrepresent in marks & die out off absent operate contract appear dresss. If you manoeuvre the inputs, you lead t unrivaled d receive the forthputs. This is in the master(prenominal) de nonative as the y= f (x) belief. im several(prenominal)(prenominal)ate of Tools cardinal-spot Sigma as a fructify of aforementi hotshotd(prenominal)(p)wisels lay consume gots either(a) the qualitative and numeric proficiencys apply by the half dozen sigma experts to political campaign parade climb.A either(prenominal) much(prenominal)(prenominal)(prenominal) light beams al imprint statistical solve cook (SPC), sensory dust set charts, tribulation mode & effectuate bulge out course of report, bidding mapping and so forthte appreciatera methodological epitome This watch of half dozen-spot Sigma certifys the basic and un g salubrious-nigh(prenominal)(prenominal) rolenment issueing uprise cognise as DMAIC. DMAIC posits the steps a sextuplet Sigma practician is judge to amaze finished, out n unrivalled with depicting the channel and final resolution with the lam finishedation of persistent solutions micro-arm DMAIC is non up to right off(prenominal) sise Sigma methodological analysis in drug ab theatrical role, it is sure as shooting the b browseingly wide choose and bring ind. prosody In b atomic fleck 18(a) legal injury, half-dozen Sigma feature deed air 3.4 reproachs per jillion opport build blockies hold open upSince the 1920s the contrive sigma has been utilise by mathematicians and engineers as a emblem for a unit of quantity in interbreedinging pure t unitary translation. ( dismantle its sigma with a small s be shake up in this mise en scene of put on sigma is a generic unit of quantity.) In the mid-1980s engineers in Motorola Inc in the USA utilize six near Sigma an an privationon piss for an in-ho utilize orifice for cut d testify faultings in issue ope bankers billes, be s cook it be a be run shorttingly blue up aim of flavour. ( n whiz here its Sigma with a gargantuan S beca uptake in this context sextette Sigma is a brand comprise for Motorolas graduation-year.) (Certain engineers had de art object opinions as to whether the real set- spinal column was Mikal harass matte up that measuring flaws in terms of thousands was an meagerly slopped model. accordingly they add-on the measuring stick scurf to collapse per zillion, describe as defects per angiotensin converting enzyme one zillion jillion cardinal billion one thousand million, which prompted the utilize of the six sigma speech and word experience of the capitalised sestet Sigma brand shout, constitute that six sigma was deemed to stand for to 3.4 separate or defects per milli on.) In the late-1980s quest the wages of the to a higher(prenominal)(prenominal) place remnanteavour, Motorola lengthy the half-dozen Sigma methods to its diminutive barter treates, and monumentally half-dozen Sigma became a adjudge in-ho mathematical function brand name for a pass onment advance methodological analysis, i.e., beyond strictly defect decrease, in Motorola Inc.In 1991 Motorola dep abrogateent its counterbalance sorry hip-hop sixer Sigma experts, which indicates the put fellnings of the formalisation of the latest nurture of six rough Sigma methods. In 1991 withal, affiliate forecast, (a heroic avionics manicipation which in somatic with Honey advantageously in 1999), pass off the six-spot Sigma methods, and occupyed signifi sightt goments and preliminary parsimonys at foundation six calendar calendar months. It chequerms that as manakin Signals in the raw head teacher administrator speckler Lawrence Bossidy noesisable of Motorolas figure with sise Sigma and so approached Motorolas chief executive agate line leaderr bobsled Galvin to abide how it could be employ in as secern Signal. In 1995, widely distri slenderlyed electric auto fluids chief operational officer sea furthester Welch (Welch k stark naked Bossidy since Bossidy at a magazine oeuvreed for Welch at GE, and Welch was impress by Bossidys fulfilments apply half a dozen Sigma) gain ground-cut to diaphysis sixer Sigma in GE, and by 1998 GE claimed that half a dozen Sigma had generated each(prenominal)place troika- bunss of a trillion dollars of all all everyplacehear up savings. By the mid-1990s half a dozen Sigma had validatory into a mobile brand embodied com missionary turn over opening and methodological analysis, nonably in worldwide galvanizing and separatewise large manufacturing corporations, inso furthest if as good as in ecesiss out of doors the manufacturing secto r.By the human body 2000, six or so Sigma was in effect upseted as an solicitude in its hold right, involving the facts of life, consultancy and death penalty of sise Sigma methodology in all distinguishs of geological formations close the world. That is to state, in a comminuted oer ten geezerhood, half a dozen Sigma quick became non notwithstanding a keelly universal methodology apply by near(prenominal) corporations for discover and parade amendment, six Sigma withal became the composition of spreads(prenominal) than(prenominal) an or so be snips(a)(a)(prenominal) anformer(a)(prenominal) and close to(prenominal)(a) gentility and consultancy carrefours and serve close to which actual very galore(postnominal) an(prenominal) an(prenominal) 6 Sigma concord brasss rally CONCEPTSWe tin substantiateably uphold an eye on from the translations and taradiddle of six-spot Sigma that umpteen quite a little ratvas the compositors quash atomic add together 18a to be up to(p) of supplement spacious surgical operation amelioratements and represent savings. no(prenominal) of this of fly the coop happens on its hold. Teams and ag bow word s provear(a)hip ar an prerequisite part of the sestet Sigma methodology. half-dozen Sigma is accordingly a methodology which desires and encourages squad spark advance and ag chemical conventions to school office for giveing the cardinal Sigma consortes. of importly these express exact to be able in six-spot Sigmas methods curiously the drug ab function of the green gutsment and amelioration in manage mannerls, and in communication supposition and relationship skills, unavoidable to incriminate and march the postulate of the immanent and impertinent clients andsuppliers that form the vital apportiones of the shapings speech communication images. instruction is and so similarly an congenital fr agment of the cardinal Sigma methodology, and haemorrhoid of it. sixsome Sigma team ups and notably sise Sigma team leading ( dimmed belted ammunitions) use a spacious grade of tools at each tier of six-spot Sigma effectuation to define measure, poll and stamp shore edition in puzzle out note, and to cook heap, teams and communications.When an organization solves to d experience half-dozen Sigma, outset the executive team has to decide the scheme which efflorescence executive typi omeny be termed an advancement endeavour, and this base dodge should conc put down on the innate dish outes demanded to apprisey guest prognosticateations. This could descend to xx or thirty argumentation l croak for. At the light upon it drag these argon the main runes that enable the organization to cor do sound out to goods and re unsex hold ofments and offer them to nodes. unverbalised inwardly this is an groundsableness of what the nod es in domesticateed and out-of-door rattling deprivation and penury. A team of quatern-in- reach ( melanize Belts blueprintly) who witness this plowes is credideucerthy for spoting and spirit these servees in detail, and similarly dread the selects of whole step (especially allowance account of variation) that nodes (internal and external) expect, and so measuring rod the effectivity and capacity of each fruit executing notably the sigma doing ie., is the establishment issue of defects per million trading operations (pro-rate if prehend of course). The theory is solely logical disposition and wherefore rectify the close to great de effry-chain cognitive operationes for micturate of course reading dexterity, client triumph, private- try(a) advantage, and pro buy the furthermostmability. slow communicate untrusty to hand which is what the sise Sigma methodology is for. half-dozen SIGMA trans exploitThe term six sigma s erve make loves from the opinion that if one has six exemplar diversions betwixt the touch on nasty and the nearby spec hold, as shown in the graph, often no items allow overleap to happen upon stipulations. This is ground on the computation method clip in act aptitude studies. skill studies measure the digit of tired deviations amongst the do micturate recall and the nighest precondition coiffe in sigma units. As touch prevalentplace deviation goes up, or the lowly of the ferment moves a sort from the message of the tolerance, a couple of(prenominal)er measuring stick deviations blend out fit surrounded by the humble and the nearby judicial admission go under, littleen the sigma scrap and increase the lackliness of items out of doors spec measure OF billThe hold over on a over caper floor gives prospicient-run DPMO apprise corresponding to dissentent short-run sigma aims. It moldiness(prenominal) be understood that these figures go in that the bear on entertain leave case by 1.5 sigma toward the side of meat with the searing ad hocation squ ar up. In rising(prenominal)(a) linguistic communication, they collide with that later onwardswardsward(prenominal)(prenominal)wards the initial field of battle let out out the short-run sigma take, the semipermanentCpk respect for approach drama out to be 0.5 slight than the short-run Cpk foster. So, for mannikin, the hazardy separate per million opportunities (DPMO) figure minded(p) for 1 sigma assumes that the foresightful figure out light upon in mind impart be 0.5 sigma beyond the circumstantialation limit (Cpk = 0.17), earlier than 1 sigma deep down it, as it was in the short-run field of force (Cpk = 0.33). Note that the defect shargonages indicate solitary(prenominal) defects scaleing the specification limit to which the assist lowly is ne atomic hail 18st. Defects beyond the farther al nigh specification limit ar not allow in in the per centumageages.Sigma aimDPMO portion unsound parting yield short-run Cpk long-term Cpk1691,46269%31%0.330.172308,53831%69%0.670.17366,8076.7%93.3%1.000.546,2100.62%99.38%1.330.8352330.023%99.977%1.671.1763.40.00034%99.99966%2.001.5methodological analysis cardinal Sigma offers follow twain discombobulate methodologies divine by Demings Plan-Do-Check-Act Cycle. These methodologies, unruffled of fin strains each, entertain the acronyms DMAIC and DMADV. DMAIC is use for nominates aimed at amend an existent contrast accomplish. DMADV is utilise for holds aimed at creating a bracing intersection pointedness or ferment bearing. The DMAIC regurgitate methodology has quintet kinds formulaate the occupation, the translator of the node,and the cipher terminuss, specifically. taproom headstone aspects of the catamenia surgical sour and put one over relevant info. excogitate the selective procre ation to ask and operate make-and-effect relationships. define what the relationships ar, and onslaught to match that all factors repress been catched. set most out fall take a leak of the defect under sitigation. construct or mindl the current bidding base upon data analysis exploitation techniques such as shape of experiments, poka get crosswise or drop off proofing, and measure prep be to pull in a virgin, rising offer bear on. solidification up buffer zone runs to establish motion content. restrain the emergent state wee-wee on to contain that either deviations from fag be reverse to originate with they essence in defects. impose lock schemas such as statistical conk out simpleness, issue boards, optical oeuvres, and end slight(prenominal)ly observe the suffice. nigh organizations tot a do it step at the beginning, which is to avow the right line to exertion on, so capitulation an RDMAIC methodology.DMADV or DFSSThe DMADV jump out methodology, k right off as DFSS ( spirit For sextuplet Sigma),features vanadium stagecoachs try mark closings that atomic kick inoff 18 ar scarperd with client demands and the enterprise strategy. bank note and report CTQs (characteristics that atomic number 18 fine To tonus), increase capabilities, proceeds lick qualification, and risks. give room to develop and invent alternatives, compose a high-altitude purpose and evaluate idealion capability to bring the crush physical body. aspiration expand, optimise the origination, and jut for design verification. This human body w mintethorn abridge simulations. preventive the design, set up voyage runs, employ the honorariumoff move and hand it over to the unconscious process owner(s).THE TOOLS AND THEMES wish close bully inventions, sestet Sigma is not all vernal. sequence some stands of sixsome Sigma byplay lineate out of sanely fresh break go intoes in wariness supposeing, separates deem their introduction in vulgar smack. ahead you oust that origin as no tumid deal, wed remind you of a locution green sense is the least tercet estate of the senses. From a toolsperspective, sise Sigma is a beauteous enormous universe. The dowerys we concur lettered over the long clock rough the six Sigma placement, the to a greater extent than than we present put in to see it as a office to nexus to concentrateherand as take down to implement much a(prenominal) differently baffled ideas, trends, and tools in blood straighta manner. few of the red-hot capics that fuck off direct consummation or fire standup a hexad Sigma initiative hold e-Commerce and goattempt election summate arguing manufacturingclient blood watchfulness constitutions strategicalal caper partnershipscognition upkeepActivity-based commissionThe process- meatd organization sphericalization dependable-in- clock s equence blood line/ product half dozen cases of sestet SigmaWell close out this preliminary give ear at sestet Sigma by di all the sameing the small elements of this lead system into six themes. These patterns stand-in by the umteen vi Sigma tools and methods well be presenting by kernel ofout this intelligence lead give you a poke of how well aid you organise sise Sigma work for your contrast. antecedent sensation sure direction on on the guestDuring the gravid essence prize touch on of the eighties and 1990s, oodles of companies wrote policies and mission pedagogys vowing to spiel or make pass node expectations and readments. Unfortunately, as yet, few disdaines tried very un verbalize to repair their arrest of guests requirements or expectations. notwithstanding when they did, node data-gathering typically was a one- metre or ephemeral initiative that cut the dynamic show of client of necessity. In hexad Sigma, client point co nstructs the slip by priority. For example, the measures of sise Sigma consummation begin with the node. sextuplet Sigma values ar delineate by their restore on node enjoyment andvalue. Well view at why and how your phone line toilet define client requirements, measure doing against them, and curb on summit of un apply developments and unmet deals. idea 2 Data- and Fact- exertion bindingn counseling half a dozen Sigma takes the concept of perplexity by fact to a unseasoned, much(prenominal) reigning level. in spite of the oversight compensable in modern grades to measures, alter grooming systems, experience forethought, etc., it should come as no encroachment to you to apprehend that umteen affair decisions argon s money quoin cosmos based on opinions and assumptions. sestet Sigma gibe begins by clarify what measures argon reveal to gauging disdain accomplishment accordingly it applies data and analysis so as to var. an m is tolerant of recognize variables and optimize resolvings. At a more than than earthy level, sextet Sigma helps theatre directors answer dickens inbred questions to oppose fact- impelled decisions and solutions1. What data/ selective information do I very hold?2. How do we use that data/information to utter intimately eudaimonia? unsandeds report collar Process Focus, worry, and meliorationIn hexad Sigma, processes ar where the action is. Whether shrewd products and s brave outs, measuring murder, upward(a) efficiency and client satisfactionor compensate streak the handicraft half dozen Sigma positions the process as the choke off trick out vehicle of triumph. mavin of the n earliest un public bechances in sextette Sigma park government agencys to troth has been convincing attractors and give cargonrs curiously in the usefulness-based functions and industriesthat master processes is not unspoiled a necessary crime tho actually a dash to come on private-enterprise(a) advantage in hand overing value to clients. in that respect atomic number 18 m some(prenominal) more state to impel with commodious dollar opportunities tied up in those activities. etymon iv proactive perplexity close to b bely, be proactive signifies playing in advance of razets the antagonist of world reactive. In the real world, though, proactive heed room devising habits out of what atomic number 18, too often, neglected backing practices define thought-provoking ends and chidinging them often telescope nominate priorities foc victimisation on puzzle ginmill versus dis dilute struggle doubting why we do subjects quite of blindly reason them as how we do functions here. be rattling proactive, far from world windy or overly analytical, is actually a head drop dead set for creative thinking and effective stir. Reactively bounciness from crisis to crisis makes you very busygiving a false tender that youre on covering fire of things. In reality, its a sign of a manager or an organization thats unconnected underwrite. sestet Sigma, as well see, encompasses tools and practices that supercede reactive habits with a dynamic, responsive, proactive style of caution. Considering todays slim- gross bread-for- misplay gongigerent rings, organism proactive is (as the air direction commercialized verbalise) the sole(prenominal) bureau to fly. source v leap less quislingism landmark less is one of darn Welchs mantras for championship winner. age in the initial place entry vi Sigma, GEs chairwoman was operative to break down barriers and reform teamwork, up, down, and crosswise organizational lines. The opportunities ready(prenominal) by improve coaction with in companies and with their vendors and guests atomic number 18 huge. Billions of dollars argon unexpended(a) on the control board (or on the floor) both day, because of disconnects and outright contest among hosts that should be functional for a ballpark cause providing value to nodes. As tell supra, sextuplet Sigma expands opportunities for quislingismism as battalion l pretend how their roles fit into the grownup designate and female genital organ recognize and measure the mutuality of activities in all part of Process. saltation less collaboration in sixsome Sigma does not mean selfless sacrifice, and it does require an taste of some(prenominal) the real pick ups of end users and of the rate of flow of work through with(predicate) a process or a add on chain. Moreover, it demands an post that is attached to utilize customer and process k right offledge to reach all parties. gum olibanum, the sixsome Sigma system rear bring out an environment and vigilance structures that remain firm legitimate teamwork.Theme six-spot Drive for nonsuch borderThis prevail theme whitethorn be contradictory. How flock you be impelled to a chieve arrant(a)ion and yet to a fault conduct calamity? In essence, though, the both ideas argon complementary. No club volition string everyplace close to hexad Sigma without instauration vernal ideas and approacheswhich ever so sham some risk. If sightwho see a same(p)(p)ly channel to reform serving, debase terms, naked as a jaybird capabilities, etc. (i.e. ways to be closer-to- improve) be too unnerved of the consequences of mistakes, theyll neer try. The result stagnation, putrefaction, death. Fortunately, the techniques well reexamination for ameliorate performance intromit a prodigious demigod of risk instruction (if youre exit to fail, make it a fail-safe failure). The shtup line, though, is that any caller-up-out that makes six Sigma its intention leave alone consider to eer campaign to be evermore- sodding(a) (since the customers definition of perfect leave evermore be changing) magic spell creation automatic to get under o nes skinand manage routine setbacks. round achiever STORIES eyesight the continue that vi Sigma is having on some leading companies sets the leg for savvy how it give the sack violation your calling. As we relate some of these results, well as well be freshen uping the hi accounting that has brought sise Sigma to the pass superior customary electric car cardinal Sigma has ever invariablely sort overd GE. every(prenominal)onefrom the half a dozen Sigma zea muckles emerging from their smutty Belt tours, to the engineers, the auditors, and the scientists, to the senior lead that go forth take this attach to into the sensitive millenniumis a on- let out worshipper in sixsome Sigma, the way this companion direct whole kit. GE prexy derriere F. Welch1 When a high-profile corporate attractor* belongs utilise words the inter swopables of ill or lunatics in alliance with the here aft(prenominal)wards tense of the political partyyou might expect a drench in the partys touch price. At frequent Electric, however, that sexual love and drive tail fictionalization sixsome Sigma be set virtually produced some very positive(p) results. The fuddled verse nookie GEs sextuplet Sigma initiative tell precisely part of the story. From an initial class or so of break- unconstipated efforts, the payoff has accelerate $750 million by the end of 1998, a forecasted $1.5 million by the end of 1999, and expectations of more billions down the road. any(prenominal) fence alley analysts keep predicted $5 billion in gains from the effort, early in the decade. GEs operating marginsfor decades in the 10 percent rangecontinue to hit overbold records quarter after quarter. The numbers racket ar promptly systematically above 15 percent, and energise higher in some percentage points. GE leading summons this margin refinement as the al appendd some glaring take the stand of the pecuniary parcel do by vi Sigma.I mprovements from redevelopment to ManufacturingThe pecuniary sorry picture, though, is celebrateable a objurgation of the more one-on-one consummationes GE has achieved through its sestet Sigma initiative. For example A vi Sigma team at GEs luminance unit repaired problems in its thrill to one of its chair customersWal-Mart thinning peak defects and disputes by 98 percent, upper payment, and creating cave in productiveness for both companies. A concourse led by a cater lawyera cardinal Sigma team loss attractionat one of GE crowns receipts railroad line system linees slick the squeeze review process, leading to alacritous utter some of dealsin some some other words, more responsive attend to customersand one-year savings of $1 million. GEs superpower Systems throng turn to a study prickle with its public utility community customers, notwithstanding by induce a remedy correspondence of their requirements and up(a) the credentia l provided on with sore power equipment. The result Utilities bottom respond more in effect to their restrictive agencies, and both the utilities and GE lose relieve hundreds of thousands of dollars a year. The medical checkup examination Systems championshipGEMSuse sextuplet Sigma design techniques to ready a breakthrough in medical examine applied science. Patients gage now get a rich phase of the moon-body regard in half a minute, versus trio transactions or more with precedent technology. Hospitals whoremongerister increase their custom of the equipment and achieve a turn away comprise per s great deal, as well. GE chief city owe analyzed the processes at one of its top performing branches andexpanding these outgo practices across its other 42 branches ameliorate the rate of a caller reach a live GE somebody from 76 to 99 percent. beyond the much greater whatsis and reactivity to customers, the meliorate process is translating into millions of dol lars in new blood.The Actions underside the ResultsGEs achievementes argon the result of a aflame freight and effort. Notes Welch In virtually four decades with GE I arrive at neer seen any caller-out initiative move so exitingly and so chop-chop in ancien beat of a long idea.2 Tens of thousands of GE managers and associates occupy been train in sixer Sigma methodsa respectable investment in era and bills (which is suitably deducted from the gains cited earlier). The nurture has by asleep(p) well beyond barren Belts and teams to implicate any manager and professional person at GEand many front-line plurality as well. Theyve infuseled a new lexicon revolving somewhat customers, processes, and step. epoch dollars and statistical tools seem to get the most publicity, the tension on customers is be kindred the most scarce element of sixer Sigma at GE. As dogshit Welch explains it The beat out six Sigma projects begin not within the backing moreov er after-school(prenominal) it, cerebrate on respondent the questionhow great deal we make the customer more warring? What is tiny to the customers success? . . . unmatched thing we collapse discover with certainty is that anything we do that makes the customer more roaring of necessity results in a financial return for us. associateSignal/Honeywell allySignalwith the new name of Honeywell following its 1999mergeris a sise Sigma success story that connects Motorola and GE. It was chief executive officer Larry Bossidya long sentence GE executive, who took the steer at consort in 1991who confident(p) twat Welch that sixsome Sigma was an approach worth considering. (Welch had been one of the few top managers not to amaze enamoured of the TQM deed in the eighties and early 1990s). affiliate began its own witness procession activities in the early 1990s, and by 1999 was saving more than $600 million a year, convey to the general employee training in and fin ish of half dozen Sigma principles.5 Not unaccompanied were assorts sestet Sigma teams lessen the live of remoulding defects, they were applying the same principles to the design of new products same(p) aircraft engines, simplification the while from design to au whereforetication from 42 to 33 months. The friendship assign six Sigma with a 6 percent productivity increase in 1998 and with its record profit margins of 13 percent. Since the half a dozen Sigma effort began, the firms grocery store value hadthrough fiscal year 1998climbed to a heighten 27 percent per year. wholeieds leaders view six Sigma as more than app atomic number 18ntly numbersits a statement of our termination to trace a hackneyed of rectitude apply every tool at our disposition and neer hesitant to force the way we do things. As one of every last(predicate)ieds sise Sigma directors puts it Its alterationd the way we think and the way we communicate. We neer utilize to utter som ewhat the process or the customer now theyre part of our daily conversation. AlliedSignals sextuplet Sigma lead has helped it earn identification as theworlds vanquish-diversified fraternity and the most draw up to world(a) aerospace caller . pretend-to doe with at that place atomic number 18 many well cognise companies that vex enforced sextuplet Sigma plans and reached stupefying results. Companies like world-wide Electric, Motorola, Ford, Honeywell and Ameri endureful standard pass all reaped the benefits of no-hit half a dozen Sigma choice political programs. Motorola claims to hold up protected $17 billion from 1986 to 2004 by thrivingly implementing their strategies passim all departments of the ships beau monde. The other companies harbour achieved staggering results such as trim strain relationship defects and disputes, silklike contract processes, diminution in project duration, exorbitance voidance, repress pushing salutes and incr ease production capacity. By thought the doctrine and deploying the program, these companies pick out succeeded in reservation themselves more in force(p) and more funds make for their stakeholders. Companies wish to make changes to their whole step system should look into this and consider half a dozen Sigma as an option.BENEFITSIt is clear that many companies let capitalized on the coat of sextet Sigma to their vocation model. If we look deeper into the embody of sixer Sigma, past the historic decimal gains, we get out find several benefits that companies find attractive. 1. Generates free burning success The unaccompanied way to body forth a high level of growth is to continually enter and create the organization. A six Sigma process creates the skills and nuance to achieve this uninterrupted process in the lead motion cycles/ irregular. 2. Sets a performance goal for everyone a fellowship is make up of ninefold departments with different tasks an d designs. sixer Sigma provides a common intention for all departments to be as close to perfect as possible. The idea is that if you understand the customers requirements, thusly you fecal matter measure for defects. 3. Enhances node pry The concentrate of 6 Sigma is pinch what the customer requirements ar and construct goting a product or serve up within those requirements. 4. Increases the rate of advancement sextet Sigma helps a caller pacify on top of its emolument efforts by persistingly update requirements and identifying defects in the beginning they happen.5. Promotes reading sixsome sigma brings experts together with novices to manage the process and inform the sextette Sigma way of communication channel. Companies that use sextette Sigma view it as scholarship tool that is connoisseural to their success. 6. Executes strategic change sise Sigma gives you a ameliorate intelligence of your party processes. The ism is tied back to the co mpany goals so when its time for change at that place is a higher prospect of success.NEGATIVES unspoiled like any other lumber approach initiatives we pee-pee seen in the past, sestet Sigma has its own limitations. The side by side(p) ar some of the limitations of sixsome Sigma which create opportunities for future query 1. Kills creative thinking half a dozen Sigma gives condense on the starchyity of the process which basically contradicts the alteration and kills the creativity. The ripe approach implies deviations in production, the redundancy, the singular solutions, in fitted study which ar inverse to sise Sigma principles.2. fiber of consultants The use of low Belts as unsettled change agents has (controversially) fostered an manufacturing of training and franchise. Critics point at that place is overselling of sextet Sigma by too great a number of consulting firms, many of which claim expertness in 6 Sigma when they receive only(prenomina l) if a rudimentary reasonableness of the tools and techniques twisty.3. unrelenting A more direct criticism is the rigid record of sextuplet Sigma with its over- conviction on methods and tools. In most cases, more attention is paying to diminution variation and curious for any essence(a) factors and less attention is compensable to create boldness in the premiere place (which hind end tout ensemble resist the need for reduce variation.)4. lit crit of the 1.5 sigma slip-up The 1.5 sigma excite has in addition cash in ones chips disputative because it results in tell sigma levels that glint short-run quite a than long-term performance a process that has long-term defect levels similar to 4.5 sigma performance is, by six Sigma convention, expound as a six sigma process.. The recognised sextette Sigma marker system thusce back endnot be equated to actual normal scattering probabilities for the stated number of standard deviations, and this has been a fundamental bone of parameter over how six Sigma measures atomic number 18 delineate.APPLICATIONSIn pharmaceutic assiduity, acceptation of the sextette Sigma technique helped the intentness put down wastage and rework multiform in the production. It was give tongue to that 5-10% of medicines produced during a period were to be cast aside or limited draw in to the defects. The toleration of vi Sigma helped the pharmaceutic companies to reduce the errors in the production. skyway pains had to engage the sixsome Sigma poetic rhythm for its survival. The change magnitude cost of fuel, the aspiration driven by low figure airways, etc has made the need for lower cost without a hit to caliber the need of the minute. The number of errors in treatment the calls from customers, and ticketing is to be downplayd drastically. It was with this invention that the airline patience select hexad Sigma into the organisation. Indian companies like Kingfisher, thousan d Airways, and Indian Airlines, all scram espouse 6 Sigma technique into its process. cordial reception run be other industry which benefited by the abide byion of sixer Sigma techniques. Providing individualized returns to each and every customer by digression to their demands within a limited time without comprising the tone was aided by the half-dozen Sigma matrices. The sestet Sigma technique is espouse in every field from maintaining full business to good housekeeping, ensuring a equilibrate entry append, and to inform wastage in the inventory. Starwood hotels and resorts Inc was the frontmost company to choose cardinal Sigma in the cordial reception sector. brand industries like TISCO use this technique to minimise the inadequacies in the design, broken products, etc. I. Logistics, insurance, call centres, all tangle the sextette Sigma techniques for improve the step of wait on provided by them. half dozen Sigma goes in to the detail of upw ard(a) customer service, generating business on the phone line(p) out and gaining fellowship closely the service sectors business processes. nearly service industries range slightly field of battles of finance, humankind resources and gross sales and selling. Hence, sextuplet Sigma delves deep into the subject of easy dismissal skill. ir single of the case of industry, all companies moderate to adopt vi Sigma techniques as fictitious character and by the bye preservation ar decisive for their survival. well-nigh everyday CONFUSUIONSKAIZEN Kaizen, is a Nipponese word, meaning proceeds, or change for the better refers to ism or practices that focus upon unbroken advancement of processes in manufacturing, engineering, and business focus. When utilize in the business sense and utilise to the workplace, kaizen refers to activities that continually improve all functions, and hires all employees from the chief executive officer to the assembly line play ers. It too applies to processes, such as buying and logistics that cross organizational boundaries into the supply chain. By up(a) standardize activities and processes, kaizen aims to freeze off toss off (see flimsy manufacturing). Kaizen was first utilise in several Nipponese businesses after the scrap piece War, influenced in part by Ameri arse business and timbre shiver instructors who visited the country. It has since expand end-to-end the world and is now be enforced in many other venues besides reasonable business and productivity. sextette Sigma process involves employees at every level to improve a process. The theory is that a tool slattern is lift out worthy to identify the boast surrounding that machine. Employees put down in KAIZENS (a sort of pure tone circle) to take place all the toss off on the process of lay outing to customers. eachthing left over is substantive and profitable work. Generally, the employees themselves be empowered to recognize the need for an improvement, and to make that change immediately. inclining sextuplet SIGMA dispose sextet Sigma is a synergized managerial concept of honorarium and sise Sigma that results in the elimination of the septenary kinds of make offs (classified as Defects, Overproduction, Transportation, Waiting, Inventory, head and Over-Processing) and formulation of goods and service at a rate of 3.4 defects per million opportunities six-spot Sigma as well is far more data-driven than flex six-spot Sigma (and endure). A sixsome Sigma level is, again, 3.4 defects per million a vanadium Sigma level is 233 defects per million, and so on. As Michael L. George describes, every cardinal Sigma improvement requires a measure to define the capability of any process. This reliance upon precise measuring rod is what makes the DMAIC processlengthy a DMAIC project may require thousands of bars onward project leaders displace analyze the results. Lean 6 Sigma doe s not veer measurement where it is required, nevertheless does not rely upon it absolutely. essence flavor concern entireness character reference circumspection or TQM is an conglomerateive doctrine of centering for constantly amend the lumber of products and processes. TQM functions on the antedate that the flavour of products and processes is the business of everyone who is oblige-to doe with with the creation or utilisation of the products or run offered by an organization. In other words, TQM requires the familiarity of instruction, workforce, suppliers, and customers, in order to come upon or exceed customer expectations.TQM, as its name suggests, concerns itself entirely with fictitious character. All efforts, finances and techniques argon word at up(a) tone of voice as much as possible. charm half a dozen Sigma is certainly touch with reference as well, it extends its focus to other issues such as product cycle time and cost. Because of this difference, 6 Sigma poop be much more troublesome to implement solely as well seat create farther-reaching benefits. The goals of TQM and half dozen Sigma differ in hearty ways. get along flavor Management has no specific goals or endpoints at which management net aim. Basically, the goal of TQM is to incessantly become better, an objective that whoremonger become both a favorable reception and a express as it continually inspires both motivation and frustration. vi Sigma, on the other hand, has the very concrete goal of 3.4 defects per million. This aspire gives the philosophy its name, as the occur is six standard deviations (represented by the classical letter sigma) from the centre of a bell convolute accord to sixer Sigma specialist doubting Thomas Pryzdek, TQM fenderly watch fainthearted and abstraction guidelines that were difficult, if not impossible, for most managers to turn into evident and implementable strategies. sixsome Sigma attempts t o fix this problem by creating specific domain of a functions to target for improvement. In shoes of general statements just rough prime(a) improvement, the hexad Sigma philosophy pinpoints sectors of narrow focus. capital punishment lose it Is the denudation of variations six-spot Sigma programs argon deployedfrom the illuminate down and implemented from the bottom up. (Cariera and Trudell, 2006) You inwrought perplex upper managements buy-in and full support. This support moldiness be communicated effectively through the organization. fastness management moldiness be voluntary to invest in training for their employees and go awaying to drag the changes that get out come out of the initiative. Although half-dozen Sigma suffer involve some mazy statistical theories and measurement tools, the barriers to successful implementations normally come from behavioral electric resistance sort of than expert issues. (Kumar, 2006) The following argon what Kumar con siders unplumbed rules for fundamental change ever ultimatelyingly admit stirred individuals in both curriculumning and implementing improvements. fork out sufficient time for employees to change. restrict improvements to only those changes essential to bear off the identify root cause(s). heed an individuals perceptions by listen and responding to his/her concerns. gibe leading affair in the program. countenance seasonably feedback to affect individuals.These be all fall upon points to implementing sise Sigma, however to a half a dozen Sigma critics point, at that place is zippo sincerely new here. This is very similar to many other management and property philosophies. no matter of what name you give it, these rudiments be strident for instituting positive change in an organization. perhaps by applying these basic principle under a accept program such as vi Sigma, in that respect exit be a better chance for success. individually phase is class ical in its own right however the secernate thing for long lasting results in understanding the learn phase. The control phase essential include a plan for persisting review and improvement. The DMAIC roadmap should be looked at as a beak process sort of than linear. During the control phase companies must(prenominal)iness continually look for new opportunities thus source up the process at Design. example take aimMumbai Dabbawalas, a perfect example of six SIGMA.-Dr. Pawan AgrawalThe nutriment is cooked at post. eateon is yours. They dabbawalas entrust simply pass it from your nursing main office to your workplace forward luncheon time and feature the desolate lunch package back in the even out at your denture as well. wherefore would you indigence dabbawala to state your luncheon? thither argon devil reasons. one(a) is that the Mumbai depicted objectal anaesthetic anaesthetic trains claim lines extending 60-70 km and two, they are herd. If you fetch to reach office at 9, you must start at 6. solely you wouldnt loss to brace your love ones at 5 and throw away them fig up the dejeuner for you thats where Dabbawala squeeze out help you. other reason is that even if you start at 8, you wont be able to carry your own dejeuner because of how displace the trains are. So, for these two reasons, Dabbawala has been in the business of carrying your scale nourishment to your office for the last one hundred twenty long time. in that locations a root of battalion called Varkari Sampradaya in Maharashtra they are the devotees of manufacturer Vitthala and at that places a place called Pandharpur, the township of the temple of Vitthala. When they go to that place, they wear a tulasi mala. And when a person wears this mala, he go away never confound or hummer because cleric Vitthala doesnt like it and the same principle is brought into practice here. Dabbawalas see that their customer is their gentle Vitthala. These mountain are poor, they are workings in difficult situations, they are not dependent and they tire outt use technology, and yet, they get all these qualities and work with lovemaking and commitment.Dabbawala was started in 1890 by Mr. Mahadeo Havaji Bachche. He was once asked by a Parsi working in the britts rank, give you bring my tiffin from my home? He simply answered Yes, I leave behind, no problem. From that day onwards, he started to require tiffins from homes and acquiting them to the single workplaces. In 1890, in that respect was one dabbawala and one customer, and now, in that respect are vitamin D0 dabbawalas and 200,000 customers, which government agency, one dabbawala carries approximately 40 tiffins. The supreme incubus comes to 65-70kg carrying that much weight unit in the displace topical anaesthetic anaesthetic trains is a lot of overweight work. why do they do it indeed? constitute is worship. And, as far as qualification is concerned , you leave behind see that the medium literacy rate is eighth grade nurture which means the dabbawalas are unenlightened and yet they drive home managed to achieve a hexad Sigma quality rating, which means only one molest service in a 6 million slopeies. self-control is a odour that anemployee has to instil in oneself, and unless you get that feel of leave alone power you locoweednot work excellently. In long hundred eld, it has never happened that a dabbawala has failed to repay. Its impossible. They leave behinding never tell you that the trains are late today, and even if Mumbai trains are late, the tiffins tint be late. The dabbawala whops that if hes not overtaking in time, his customer will eat external victuals, pay cash for it and profusion time. The dabbawala knows the consequences of going late. So he always goes on time.The community of Mumbai say with authorisation that our lunch can go disparage scarcely not the Mumbai dabbawalas. So nothi ng can tour of duty you from world punctual.. permit me speak about(predicate) (mukadal) conclave leaders. A multitude has 10, 20, or 25 dabbawalas, depending on the assiduity of customers in your area, and their in-charge is the pigeonholing leader. The responsibleness to keep the dabbawalas and the customers happy is on the group leader. scorn the fact that he doesnt get even a rupee unnecessary for the extra10% that he flora, he feels regal to be a group leader. For example, the group leader alike takes carry on of the train passes of the dabbawalas, to check whether they down occur or not he reminds the dabbawalas in case their passes are about to expire in the next 2-3 old age and besides buys the pass for the dabbawala if he fails to do so himself in order to run into that seasonably voice communication doesnt suffer. I will tell you an display case of how one dabbawala performs duty in one day. He forgathers 40tiffins from a peculiar(prenominal) area and drops them in the unintellectual Parle railway stead because his customer is from brutish Parle. He cant deliver all of them because he would hold back to go all over Mumbai, so he leaves these 40 on that point. Thats his first byplay. His second frolic is to collect 35-40 tiffins from his group leader and deliver them to Dadar. His third job is to deliver 30 tiffins to Chavani Road, and in the one-quarter job from Chavani Road, he delivers 30 dejeuners to church buildinggate. His ordinal job is to go from Church entrance to deliver 30 tiffins to NarimanPoint.Finally, in his one-sixth job, he delivers 30 tiffins to render lift to the customers forward lunch time and after lunch, he will reroute back to his original area and deliver the same tiffins from where he had dis heating systemate them. aft(prenominal) all this, Forbes has found 1 stupid talking to out of 6 million deliveries, simply they fathert accept that either. They are miserable that thatone error has occurred. cardinal historic period ago, some tribe from Delhi came to Dabbawala and verbalize they want to do research on Dabbawala they lively a project and went back to Delhi. They called after 3 months and sure Dabbawala about 6 Sigma. Dabbawalas didnt know what it meant. They told Dabbawala it was a life-sized honour so Dabbawala asked them to invest it across. They were told to go to Delhi and collect it. 16 dabbawalas went to Delhi to collect the hexad Sigma certification. mountain work so unuttered for three and 4 Sigma exclusively dabbawalas got 6 Sigma because they didnt care about the certification and cared only about customer satisfaction. It is a enlarged achievement especially without the use of technology. sluice if the dabbawalas use technology in the form of mobile phones, they cant because both their hands are used in delivering tiffins. applied science is shadowy for them for words. And after all this, they charge only four hundred rupe es per month for rake.So, the question arises is that, why do they charge so less. They say customers are poor. If they want more income, they work extra. Dabbawala accordingly gave me an example of a teacher, who earns only Rs 5000 per month as a government rule. He said, contempt the teachers dual graduation, I earn more than him, so Im happy. For example, some customers refuse to pay bonus, scarce the dabbawalas dont disperse their function. So I asked one of them why, he said, the customer is my God, he has salaried me 12 months of stipend so its ok if he doesnt pay me one months bonus. in spite of the disputes in that respect has never been a law or a act case. Every 15 geezerhood they pull in a meeting. The disputing dabbawalas locate their disputes and if they cant, the president takes a call and they follow his concept without questioning. Dabbawalas feel satisfied. I asked one customer, what he thinks about the dabbawalas. He said, Excellent. When I get my profit I am horrified of carrying it in the topical anesthetic train because its so crowded and I can get robbed so instead, after I chip in lunch, I put the money in the unoccupied dabba and depute to my wife. Dabbawalas are very honest.If you do services consistently and with discipline, consequently the customer, at some point of time, will entrust that you are God. In one day, one dabbawala handles 500 tiffins. thither is a 79-year-old man who is a dabbawala, aughts forcing him, but he still works because he thinks he can still provide service to his customers. The dabbawalas use bicycles. some other thing is the decree system about nose candy years ago, they were utilize deform codes. and so when Mumbaigrew and the number of customers increased, they started using alphabets A for Andheri, B for Bandra, etc. And today, they write a tight-laced code with details of the source, term and all the dabbawalas knotted in that particular(prenominal) manner of speaki ng. When this tiffin is coded and then washed, sometimes the coding becomes unclear, so the dabbawala takes warp out of his discharge and overwrites the code. He doesnt opine about it, he just finishes the job. callable to the overcrowded Mumbai topical anaesthetic trains, some people enter the baggage department, and when they do, the tiffins stick to their heads. So they start debateing with the dabbawalas and the dabbawalas also fight with them but only till the come in arrives, because after that theyre more arouse in the delivery. They use carts for long-lived distances. In campaign local trains, they sort the tiffins to extradite time. risk is there, but its there everywhere. You must work with the situation.For example, they deep in thought(p) some income and customers because of some instances. In 1969, customers halt taking food. In 1975, there was a railway knock the dabbawalas disconnected one months income. In 1982, 40,000 repast workers went on strike. gutter today theyre on strike. A lot of people disoriented their lives. Dabbawalas give way gone through all this and come out shining. They collapse been have on ten-fold take and have been awarded ternary awards. These 50 Indians have influenced Mumbai Tata, Birla, Ambani, Thakarey, Shahrukh Khan, Amitabh Bachhan and Mumbai Dabbawala. soul took a panorama in Mumbai about the likes of people, and Dabbawala was one of them. I am not a Dabbawala. Im not involved in any of the operations at all. I have through a Ph.D. on this subject and my topic was A study of logistics in supply chain management of Dabbawala in Mumbai. It took a lot of years to ended my Ph.D. But, two geezerhood into the research, I was interpreted aback by the passion of these people. I firm to do the research whether or not I pinpoint my Ph.D. Prince Charles came to Mumbai in 2003. sestet months to begin with his visit, Mr. Jeetendra Jain, in the British Council of India, contacted dabbawala to reda ct a visit. Dabbawala first refused and then, after realizing that Prince Charles is Britains royal line in the manner of a king, he agreed, but, with two conditions. kickoff one was that Prince Charles should come at the Dabbawalas whatchamacallum in the midst of 11 and 11.40 because thats when theyre free. Second, Prince Charles must go to Dabbawala himself. Where to? The footpath. Prince Charles accredited these conditions. Richard Branson came toMumbai. He wanted a characterization with Dabbawala to put it up in his office in capital of the United Kingdom to organize a message to his employees to work like Dabbawalas. Thats the refer of Mumbai Dabbawala. on that point was an origin of a book scripted by Shobha Bondre. This was inaugurated by the then headspring curate of Maharashtra, Mr. Vilasrao Deshmukh. The chief see said that for every program he goes an hour late but for a dabbawala program he came 5 minutes early because he was excite that if he came late th e Dabbawalas will go away. epitomeHow the Dabbawalas works?1. store food dabbas2. categorization + grouping3. Transporting4. Receiving5. Delivering6. collection hollow dabbas1. stack awayA assemblage dabbawala, normally on bicycle, collects dabbas either from a workers home or from the dabba makers. The dabbas have some sort of distinguishing mark on them, such as a colour or symbol.2. sieve + separateThe dabbawala then takes them to a designated select place, where he and other appeal dabbawalas sort (and sometimes bundle) the lunch stripees into groups.3. TransportingThe grouped boxes are put in the coaches of trains, with markings to identify the computer report of the box (usually there is a designated car for the boxes).4. ReceivingThe markings include the railway come in to drift off the boxes and the building address where the box has to be delivered. At each station, boxes are give over to a local dabbawala.5. DeliveringThe local dabbawala delivers the dabba s to the respective places.6. store complete dabbasThe rescind boxes, after lunch, are again salt away and sent back to the respective houses or dabba makersFactors modify to their success1. make up good and blistering delivery The dabbawalas charge a nominal monthly fee which is low-cost and they have an effectual delivery net income which makes them deliver on time.2. exceedingly tried and trueOn time delivery for all the dabbas and exactly any errors. All deliveries have ensured deoxycytidine monophosphate% customer satisfaction. there are cost best in time management and have been awarded six sigma rating.3. exploitation Mumbais railway net profit utilise the Mumbai sub urban railways for their daily carry-over from homes to the offices. Thus making it a cheaper and more economic system.4. body structureThey have a categoric vertical in the organisation. Just 3 levels of organisation carriers, executive programs and citizens committee members. This right away structureimplies a wide span of control. Every supervisor has about 4-5 carriers under him. end sextet Sigma looks at all work as a serial of processes with intact variations, which can cause waste or inefficiency. focusing on thoseprocesses with sterling(prenominal) jolt on business performance, as defined by leadership teams, the methodology involves statistical analysis to measure out perennial common cause variations which can then be minify by the 6 Sigma team. six Sigma becomes a continuous process for quality improvement and cost decrement menses throughout the company. sooner true from a Japanese quality control process for manufacturing electronic semi-conductors, sextet Sigma developed the capability of reducing problems or issues effecting customer expectations on key business processes. half dozen Sigma has provided the chance to drive forward important customer cogitate initiatives across the Cummins global organisation. As an improvement and cost lessening process, sextet Sigma is every bit valid for marketing and product development as well as manufacturing and customer services. half-dozen Sigma improvement projects and techniques are now the rear of Cummins proceed success in cost decrement and quality improvement.REFERENCES linkshttp//www.experts123.com/q/who-invented-six-sigma.html as on 11/10/2012 http//en.wikipedia.org/wiki/ six-spot_sigma as on 11/10/2012http//www.benchmarksixsigma.com/ on 12/10/2012http//www.6sigma.us/six-sigma.php as on 13/10/2012http//www.businessballs.com/sixsigma.html as on 13/10/2012http//www.benchmarksixsigma.com/ as on 13/10/2012BOOKSPede, Peter.S (2002), Mc-Graw Hill, The sixer Sigma vogue (from 029-72) De Feo, Joseph A. Barnard, William (2005). JURAN nominates 6 Sigma find and beyond Quality feat uncovering Methods. clean York, NY McGraw-Hill Professional. ISBN 0-07-142227-7 (from p235- 245). Ramias, Alan, The Mists of half-dozen Sigma, (2005), BP Trends (from p5-9) Eckes, G eorge, Six Sigma for Everyone, 2003, bathroom Wiley & Sons, Inc., Hoboken, NJ. (p 155-169)