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Six Sigma Demystified, Second Edition by Paul Keller

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chapter 3Focusing the Deployment

Customer Focus

Customer expectations must be evaluated continually, often for the simple reason that customer needs change over time. In many cases, internal estimates of customer needs do not align directly with actual customer needs. It is not uncommon to discover that many long-held assumptions regarding customer needs are simply wrong. Cost savings and improvement of customer relations are realized through a proper understanding of actual customer needs and wants. Where internal estimates do not match customer realities, Six Sigma projects even may result in a widening of the internal specifications, reducing operational costs as well as complaints about late deliveries. All aspects of the customer experience ...

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