Six Sigma Beyond Manufacturing-A Concept for Robust Management

Abstract

Six-sigma quality describes a production process of highly robust quality; one that has very low variability compared with the tolerance limits specified for the product being made. Achieving six-sigma quality ensures both dependable quality and production efficiency. It is applicable not only to the production of goods and services, but to support processes as well. In this paper, six sigma is discussed as a metaphor for excellence and managerial thought, rather than a purely statistical concept. It is argued that six-sigma quality thinking is a means for robust management; one that is able to confront the challenges of a highly competitive and variable environment. This argument suggests the necessity of a systems view of an organization beyond its individual departments or processes, and a true appreciation of inherent variability in the system.

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