Customer Centered Six SIGMA: Linking Customers, Process Improvement, and Financial Results

The authors do a great job of illustrating the value of customer input and the measurement of results around the processes of serving your customers. Also explained is process variation and how six sigma methodology can not only drive out costs but actually result in a much better customer interaction and customer satisfaction.Almost two books in one, the first half gives great understanding and quantification of the value of being customer centric. It also gives good techniques on how to best capture the voice of the customer. The second half of the book explains how to prepare your organization for a six sigma effort and then leads you through (at a high level) the techniques to analyze your current processes, solve current problems and then takes them through implementation.Just a great resource to help emphasize the financial benefits of listening to and serving your customers better. A compelling read backed up by real world examples. Understandable by anyone - no need for a statistics degree.

In a world of Six Sigma books that tend to be on either extreme, hard core statistics or top level managerial material, Customer Centered Six Sigma is right on target. This book is filled with real life data and examples that drive home the critical issues surrounding implementation of Six Sigma projects from a perspective that will be useful to a Black Belt.The book illustrates how important it is to have a strong linkage between a Six Sigma project and your customers, and tells you how to get there.Finally, if you are involved with Six Sigma projects that are transactional based, this book could be a great help to you with data and examples from serviced based industries.