Publications

Abstract : In the beginning of a deployment, many companies set a goal of 3.4 defects per million opportunities (DPMO) using Six Sigma quality concepts in production, and later extend this concept to other operational areas. Fewer companies, however, have extended Six Sigma from a manufacturing application to manage customer satisfaction or customer complaints. But it is possible to measure the sigma level of customer complaints, and this information can be valuable when making improvements in that area.