CTQ
The Insider's Guide to Using Histograms
December 02 by Steven BonacorsiWant to understand variation within a process at a glance? Look no further than a histogram. Contributor Steve Bonacorsi explains everything you ever wanted to know about this statistical tool but pro...
7 Steps to Using Prioritization Matrices
October 25 by Steven BonacorsiLots to do but limited time and resources? Steve Bonacorsi looks at the seven steps to using prioritization matrices - especially useful in the project bounding and analyze phases of Lean Six Sigma qu...
Why You Can't Get No Customer Satisfaction
February 09 by Reg GoekeIf you only ask your fan club what they think of you, then ratings will be fantastic. In this article, columnist Reg Goeke, looks at the perils of measuring customer satisfaction and why the data some...
Targeting Process Improvements for Value-Based Pricing
October 06 by Reg GoekeI’ve written extensively in previous columns about the paradigm shift in process improvement programs, with those programs shifting from an emphasis on defect and cost reductions to an emphasi...
Value-Driven Six Sigma: From Cost-Cutting to Revenue Growth
October 20 by Reg GoekeA colleague recently returned from a speaking engagement at the 5th Annual IQPC Process Excellence Week in Chicago and reported several interesting observations: Many attendees reported frustra...
Driving an Effective Customer Experience Using Lean Six Sigma: An Interview with Doug Burgess of Xerox
September 21 by Doug BurgessIn today’s fast-paced global economy, organizations must be nimble enough to adapt to the ever-changing needs of their customers. As apparent in most firms, what customers value today won’t necessaril...
Identify the Root Causes of Value Performance Gaps: A Six Sigma: Generation 3 Cause and Effect Matrix
August 05 by Reg GoekeSix Sigma: Generation 3 is all about creating and delivering superior value. The metrics of customer value are ideally suited to the discipline of Six Sigma because they:quantify critical-to-quality f...
Six Sigma Marketing: It’s All About Value Performance Gaps
July 01 by Reg GoekeThe first two generations of Six Sigma, with their emphases on defect reduction and cost reduction, respectively, relied heavily upon the Voice of the Business (VOB) to identify and prioritize project...
The Kano Model: Critical to Quality Characteristics and VOC
April 15 by E. George WoodleyDr. Noriaki Kano, a very astute student of Dr. Ishikawa, developed an interesting model to address the various ways in which Six Sigma practitioners could prioritize customer needs.