WHAT IS QUALITY

If Quality is not delivered. . . .

There will be 20,000 wrong prescriptions each year

500 wrong surgical operations per week

2000 lost pieces of mail each hour

Quality Perspectives

• Quality from design perspective

• Quality from customer perspective

• Quality from operations perspective

Ultimate Quality

“is meeting or exceeding

customer satisfaction”

What is Six Sigma?

A six sigma quality level corresponds to a process variation equal to half the design tolerance while allowing the mean to shift as much as 1.5 standard deviations from the target.

Six Sigma

Quality

Productivity

CostProfitability

Better meet customer expectations

6σ Focus

•A focus on customer

•Participation and teamwork by everyone in the organization

•A process focus supported by continuous improvement and learning