Six Sigma requires customer-focus that is rigorous and data based, mere platitudes will not suffice. This is followed by a discussion of transforming customer requirements into internal requirements. Chapter Two concludes with an overview of the serial nature of business processes and the need for virtually perfect process performance to assure that customers experience Six Sigma quality levels. Chapter Three examines principles of good metrics and how these metrics are applied in Six Sigma. Particular emphasis is placed on financial metrics.
Chapter Four discusses management of individual Six Sigma projects.
The project is the basic unit of activity within Six Sigma. It is the vehicle by which leadership's vision becomes reality. Every aspect of project management is described in depth and detail. Chapter Five provides an overview of the fundamental principles of good measurement. The discussion proceeds in Chapter Six to an overview of the problem solving tools most often used in Six Sigma.