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Service is the means to deliver value to the customer. The service facilitates the outcomescustomers want to achieve.
a defect is a customer experience with the process, service or product that is outside of thecustomer expectations or requirements.
Note: CTO critical to qualityVOC two levels:
ow the process or services and defects addressed by six sigma, are those that impact afirms customers.(customer-facing issues)
Thoses issues that could impact the business strategy, objectives and goals.Core : customer-based issues will eventually impact business goals or objectives.
Six Sigma seeks to improve the quality of process outputs by identifying and removingthe causes of defects (errors) and minimizing
.it forcus on the quality management.