CHAPTER 3Why Is Six Sigma Succeeding Where Total Quality Failed?

WE COMPLAIN ABOUT hype one minute, then indulge in a little bit of our own the next. For the title of this chapter, we must admit, does contain a bit of exaggeration.

First of all, while Six Sigma definitely is succeeding in creating some impressive results and culture changes in some influential organizations, it certainly is not yet a widespread success—not at a time when many companies are still just starting their Six Sigma initiatives. Then too, although Total Quality Management or Continuous Process Improvement is less visible in many businesses than it was in the early 1990s, we can’t out-and-out say: “TQM is dead.” Many companies are still engaged in improvement efforts ...

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