QICID: 14542

Modes of operation and profitability have been significantly impacted at companies that have used the Six Sigma approach to quality improvement. In some form or another, Six Sigma represents the wave of the future for all organizations. Six Sigma is briefly reviewed, and references for additional information are provided. The major focus of the article is on the evolution of Six Sigma, particularly the broadening of the approach from internal criteria like scrap reduction to external criteria like complete customer satisfaction. The evolution has resulted in a change of focus from chiefly manufacturing to all performance elements, especially in the areas of product design and commercial operations. Discussion is provided on lessons learned, and while it centers on the experiences at GE, the discussion also has general relevance.

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