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A Guide to Six Sigma and Process Improvement for Practitioners and Students: Foundations, DMAIC, Tools, Cases, and Certification, Second Edition by David M. Levine, Howard S. Gitlow, Richard Melnyck

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Chapter 2. Process and Quality Fundamentals

What is the Objective of This Chapter?

The objective of this chapter is for you to have fun while we teach you the meaning of: (1) a process or system, (2) variation in a process or system, and (3) quality of a process, product, service, policy, procedure, etc. These concepts will prepare you for what is to come in the rest of the book. Before you can improve a process, it is crucial that you understand the building blocks of process, variation in a process, and the definitions of quality, and their significance.

Now that’s an interesting process! A man walks into a bar and engages in an interesting process. He orders three beers, takes a drink out of the first one and sets it down, takes a drink out ...

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