Quality is the next act of productivity.
Following Motorola’s lead, General Electric designed a Six Sigma quality program comprising four steps to be applied to every process and transaction:
1. Measure. Identify the key internal process that influences “critical-to-quality” issues (CTQs) and measure the defects generated relative to identified CTQs. Defects are defined as out-of-tolerance CTQs. The end of this phase comes when the Black Belt can successfully measure the defects generated for a key process affecting the CTQ.
2. Analyze. The objective ...