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Customer Centered Six Sigma
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Customer Centered Six Sigma

Linking Customers, Process Improvement, and Financial Results

Steven Hoisington, Earl Naumann

PDF, 340 pages, Published 2000
ISBN: 978-0-87389-490-6
Item Number: E1080

Member Price: $10.00

List Price: $10.00
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  • Six Sigma
  • Customer Satisfaction and Value


Businesses are continuously forced to innovate due to influential factors such as increased customer expectation, technological change, and global competition. Due to continuous innovation, customers are constantly expecting more, and maintaining a higher level of customer satisfaction becomes more and more difficult. Many companies around the world are staying on-top of these changes with the Six Sigma initiative, which stresses continual innovation and process improvement.

Customer Centered Six Sigma provides readers with a fundamental, yet comprehensive, approach to thoroughly involving customer requirements into all aspects of your organization's business. This book offers a basic understanding of the Six Sigma initiative, placing emphasis on the consideration and implementation of customer input throughout the process. The authors present a high-level review of basic Six Sigma tools for gathering customer requirements, conducting customer satisfaction surveys, and managing organizational processes and problems. The entire book discusses the involvement and alignment of the customer with the organization's processes and culture. Each chapter's points are reinforced with case-studies which emphasize key lessons learned.