Six Sigma at Cigna

Abstract:In 2002, Cigna Corp., a provider of employee healthcare and insurance benefits, launched a grass-root driven quality program based on Six Sigma. Leadership made it clear that the approach would be holistic and would require behavioral changes and a focus on customers. At Cigna, Six Sigma has been fully integrated with a number of preexisting process improvement initiatives to gain maximum flexibility and results. Practitioners are free to use anything in the toolbox as long as the focus is on the voice of the customer (VOC) and the drivers are VOC and business results. A sidebar article describes a Six Sigma project success story at …

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Nicely done, Susan. The program thrives!
--John Watson, 04-12-2011


Great article and very helpful!!!
--Alice Mayer, 08-25-2010


very good article and case study
--david edgerton, 11-16-2008


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