VOP
Using Voice of the Customer To Align Processes in Service Industries
August 02 by John W. Moran & Grace L. DuffyThe Voice of the Process (VOP) is how the process communicates with the organization on performance against customer needs and expectations. This communication takes place through process measures tha...
Statistical Process Control, The Alpha and Omega of Six Sigma, Part 3: Process Capability and Six Sigma
October 22 by Rip StaufferProcess Capability This is the third in a four-part series on Statistical Process Control. In the first segment, we looked into the history behind Statistical Process Control; in the second, we exami...