The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance

CHAPTER 4Applying Six Sigma to Service and Manufacturing

ACOMMON CONCERN of managers and business leaders is this: “How can Six Sigma apply to my organization?” The question seems to come most often from people in service- or transaction-based areas, who wonder how this supposedly manufacturing-oriented discipline will help them. But manufacturing managers have their doubts as well, especially because many manufacturing processes have already been through intense quality scrutiny. Thus in this chapter we’ll be looking at some compelling reasons why both service and manufacturing operations can benefit from a Six Sigma discipline, and showing you how to adapt your approach to meet unique challenges in either arena.

Clarifying “Service” and “Manufacturing” ...