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Overview of Six SigmaImproved Customer Satisfaction by Achieving Operational Excellence
Six Sigma is a methodology to significantly improve customer satisfaction and shareholder value by reducing variability in every aspect of business
Six Sigma is a philosophy that mandates operational excellence. This operational excellence is achieved through tools designed to reduce variations in processes. Statistically put, Six Sigma is 3.4 defects per million cases or 99.99966 % probability of a non defective case. Six Sigma is also considered as a disciplinary methodology by many companies to meet client expectations. As per the philosophy, Six Sigma is not something else that is required to be done but it is what is required to be done. Need for Six SigmaCustomers across the world are demanding more by value addition and improving cost effectiveness to their businesses. Moreover competition is always on the rise. A Six Sigma approach can help companies to move ahead in the race. Further, lesser defects would mean more profits improving customer satisfaction . Finally, Six Sigma is also a global benchmark which enables companies to gauge its own maturity level. Evolution of Six SigmaWay back in 1736, French mathematician Abraham de Moivre introduced the concept of the normal curve. Later another mathematician by the name Gauss used the normal curve for distribution analysis in astronomy. As per the Gaussian theory any random distribution like the distribution of pebbles on the road follows a bell shaped curve in its distribution (i.e the probability of distribution of pebbles on either side of the mean central location value is equal over a large number of samples). Other theories developed like the process of brainstorming, cause-effect diagrams and two-dimensional quality models till 1970. In 1986, Bill Smith, a senior engineer introduced the concept of Six Sigma at Motorola. In 1995, General Electric adopted the philosophy of Six Sigma to phenomenal success. Six Sigma MethodologyWhat is meant by a process achieving Six Sigma level is that 99.99966 % of the outcomes will lie within the allowable Six Sigma range of the bell curve (i.e only 3.4 cases out of a million will lie outside the tolerance range of Six Sigma and hence be deemed as errors). The implications can be understood through an example. A 3.8 sigma process results in no electricity for almost seven hours each month. A Six Sigma process on the other hand means one hour without electricity every 34 years. The methodology to achieve this result is called as the DMAIC. Define: Arrive at the problem statement keeping in consideration the Critical to Quality parameters. Measure: Find statistical results for the current problem Analyze: Find root causes for the problem Improve: Brainstorm over number of parameters to find cost effective ways to improve the process Control: Make the sigma calculation for the improved process and guarantee the improved performance. The DMAIC is executed through various six sigma tools at each phase. Six Sigma CertificationsProfessionals can study the Six Sigma process and acquire certifications. An initial awareness program about Six Sigma is termed as a Yellow Belt program. Many hours of training followed by execution of projects using Six Sigma makes a Green Belt Six Sigma Professional. A Black Belt is awarded to professionals who take further advanced training, executes real life projects and is involved in mentoring green belts. A Master Black Belt is one who implements organizational level Six Sigma practices and trains Black Belts and Green Belts. Certifications are awarded by specialized organizations like American Society for Quality or ASQ or statistical institutes.
The copyright of the article Overview of Six Sigma in Product Quality Control is owned by Shounak Mondal. Permission to republish Overview of Six Sigma in print or online must be granted by the author in writing.
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