CHAPTER 3Applying Six Sigma to Service and Manufacturing
A common concern of managers and business leaders is: “How can Six Sigma apply to my organization?” We have heard this question hundreds of times, and it seems to come most often from people in service- or transaction-based areas, who wonder how this supposedly manufacturing-oriented discipline will help them. Manufacturing managers have their doubts as well, especially because many manufacturing processes have already been through intense quality scrutiny. Thus in this chapter we will look at some compelling reasons why both service and manufacturing operations can benefit from a Six Sigma discipline, and show you how to adapt your approach to meet unique challenges in either arena.
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