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Total Number of Subscribers: 426 |
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Date: 19 June 2008 |
Compiled by Mr. M. Sathya Kumar |
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A drive towards QUALITY: An insight
on Six Sigma As part of the regular management jargons
thrown across to many of us, Six Sigma is one. Considering the facts that
world over multinational giants are striving to deliver on quality, six sigma
ensures that everything done within a company reflects a quality standard
that is almost perfect. Six Sigma is a highly disciplined process
that helps us focus on developing and delivering near-perfect products and
services. To achieve Six Sigma quality, a process must produce no more than
3.4 defects per million opportunities. An "opportunity" is defined
as a chance for nonconformance, or not meeting the required specifications.
This means we need to be nearly flawless in executing our key processes. Six
Sigma is a vision toward and a philosophy that is part of a committed
business culture. Key Concepts of Six Sigma At its core, Six Sigma revolves around a few
key concepts.
Why "Sigma"? The word is a
statistical term that measures how far a given process deviates from
perfection. The central idea behind Six Sigma is that if you can measure how
many "defects" you have in a process, you can systematically figure
out how to eliminate them and get as close to "zero defects" as
possible. Importance of Six Sigma: Our Customers Feel the Variance, Not
the Mean Often, inside-out view of the business is
based on average or mean-based measures of our recent past. Customers don't
judge us on averages, they feel the variance in each transaction, each
product. Six Sigma focuses first on reducing process variation and then on
improving the process capability. Customers value consistent, predictable business
processes that deliver world-class levels of quality. This is what Six Sigma
strives to produce. Globalization and instant access to
information, products and services have changed the way our customers conduct
business — old business models no longer work. Today's competitive
environment leaves no room for error. We must delight our customers and
relentlessly look for new ways to exceed their expectations. This is why Six
Sigma Quality has become a part and need of a modern business quality model. There are three key elements of quality:
customer, process and employee. Everything we do to remain a world-class
quality company focuses on these three essential elements. The Customer Delighting Customers Customers are the center of successful
businesses today: they define quality. They expect performance, reliability,
competitive prices, on-time delivery, service, clear and correct transaction
processing and more. In every attribute that influences customer perception,
one must know that being good is not good enough. Delighting customers is a
necessity. Because if you don't do it, someone else will! ...The Process Outside-In Thinking Quality requires us to look at the business
from the customer's perspective, not ours. In other words, we must look at
our processes from the outside in. By understanding the transaction lifecycle
from the customer's needs and processes, we can discover what they are seeing
and feeling. With this knowledge, we can identify areas where we can add
significant value or improvement from their perspective. ... The Employee Quality is the responsibility of every employee. Every employee
must be involved, motivated and knowledgeable if we are to succeed.The
content of this article does not constitute legal advice and should not be
relied on in that way. Specific advice should be sought about your specific
circumstances. Article by Arvind Iyer |
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