This paper presents a customer‐centric six sigma quality management as an extension of the traditional six sigma way. It views product quality and process reliability as key to achieving six sigma and adopts a holistic view of quality. The aim is to offer practical guidelines to business leaders, practicing mangers and those interested in quality, the new directions in quality management. It views reliability management as an integral part of any six sigma strategy since the focus in reliability management is on process reliability and dependability. Thus, by bringing both product and process quality together, a customer‐centric six sigma can be achieved.
International Journal of Quality & Reliability Management – Emerald Publishing
Published: Nov 1, 2003
Keywords: Reliability management; Corporate strategy
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