Introduction

In this chapter we discuss the essence of Six Sigma; what it is and what it isn't. For a start, it isn't the new maddening management fad that keeps frontline workers too busy collecting data to do their jobs, nor is it an instant fix that will overcome corporate inefficiency and save trillions of dollars. Properly applied, Six Sigma has a proven record of creating a huge impact fororganizations in performance. For this to happen, Six Sigma does require dedication and strong overt management support. It builds on the philosophy of Total Quality Management by adding advanced computer programs for analysis and benchmarking of performance. It requires an infrastructure of a small group of highly trained in house technical consultants. It is a whole systems approach, and it cannotbe applied haphazardly.

Challenges

For those championing Six Sigma there are many challenges, of which the two most significant are:

1. Initiative fatigue the confusion and tiredness of staff when there is asuccession of new initiatives to generate productivity and quality (e.g. a succession of maddening management fads that keep front line staff from doing their jobs!).

2. The fear of statistical complexity staff either see Six Sigma as too hard or as statistical mumbo jumbo. Or because they can't understand, or are afraid that they will be shown up, they find it more comfortable to denigrate rather than to learn.

In this chapter we will take the mystery out of the apparent statistical complexityof Six Sigma, remove...