Six Sigma Fundamentals: A Complete Introduction to the System, Methods, and Tools

Customer and organizational

• Provide a definition of the term customer satisfaction.

• Understand the need-do interaction and how it relates to customer satisfaction and business success.

• Provide examples of the Y and X terms in the expression y = f(x) and or y = f(x,n).

• Interpret the expression Y = f(x) and or Y = f(x,n).

• Define the nature of a performance metric.

• Identify the driving need for performance metrics.

• Explain the benefit of plotting performance metrics on a log scale.

• Provide a listing of several key performance metrics.

• Identify the fundamental contents of a performance metrics manual.

• Recognize the benefits of a metrics manual.

• Understand the purpose and benefits of improvement curves.

• Explain how a performance metric improvement curve is used.

• Explain what is meant by the phrase six sigma rate of improvement.

• Explain why a six sigma improvement curve can create a level playing field across an organization.

• State some problems (or severe limitations) inherent to the current cost of quality theory. Identify and define the principle categories associated with quality costs.

• Compute the cost of quality (COQ), given the necessary background data. Provide a detailed explanation of how a defect can impact the classical cost of quality categories.