7.11. Summary Six Sigma is a process improvement tool based on statistical analysis and data-based decision making. The activities in Six Sigma seek to create and refine processes that reflect the Voice of the Customer, those products and service attributes that deal with what the customer wants and needs. Six Sigma defines quality as any production element that supports the customer's vision of the product (or service). Six Sigma defines defects as those elements that interfere with the customer's vision. Six Sigma follows a general five-phase methodology that works to define and implement process improvements: Define Define the problem to be solved, the goal of the project, and the scope of the investigation. Measure Collect appropriate measures to determine current process performance levels. Analyze Apply statistical and quantitative techniques in order to empirically define performance potentials and identify improvement opportunities and goals. Improve Modify the existing processes to reflect improvement opportunities. Control Deploy the improvements into the organization with the support material needed to ensure proper operation and maintenance. Six Sigma professionals are known as Champions, Master Black Belts, Black Belts, and Green Belts.
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