It is a conversation based on facts and complete data, not just one or two vignettes. It also vividly demonstrates how intent you are about addressing your customer's needs. Even with no 3.4 DPMO necessarily in sight, pursuing Six Sigma has lead to a completely different form of customer interaction. Many organizations have embraced process thinking, but few understand the significance of variation. This means they are at a distinct disadvantage in the race to get better and improve service to customers.
Most organizations report and manage averages.
But averages are an abstraction and are often misleading. This is especially true when averages are used to represent the customer experience. For example, consider three customers' experiences shown in Figure 1. The histogram displays three months of data on the percentage of the total order actually delivered to customers. Many companies, with a high average performance along some dimension, are surprised at the diversity of customer survey responses about their performance.