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Setting Priorities for Six Sigma: The Define Phase

Well begun is half done! This is true for Six Sigma projects as well. Many years ago, Dr Juran strongly recommended speaking the language of the chief executives to seek their attention in prioritizing quality improvement. The single universal language that CEOs understand is money! Juran also advocated project-based approach for improvement.

These ideas were taken up and developed by Six Sigma professionals. The goal of a Six Sigma project is to improve the bottom line of the company. This implies that every Six Sigma project should quantify financial benefits. Let us consider, for example, the case of a call center. Call centers usually have service-level agreements (SLA) with their customer ...

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