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Six Sigma Beyond the Factory Floor: Deployment Strategies for Financial Services, Health Care, and the Rest of the Real Economy by Roger W. Hoerl, Ronald D. Snee

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Preface

The body of evidence continues to grow. Companies such as GE, Motorola, Honeywell, 3M, Home Depot, J.P. Morgan Chase & Co., Johnson & Johnson, Quest Diagnostics, DuPont, American Express, Ford, and many others have been using Six Sigma to obtain large improvements in business performance that have produced millions of dollars in bottom-line savings. Six Sigma, a process-focused strategy and methodology for business improvement, is a strategic approach that we have seen work across all processes, all products, and all industries. The focus is on improving process performance that results in improved customer satisfaction and bottom-line results.

Six Sigma has been used extensively in improving manufacturing organizations, but only recently ...

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