gWebringgoodthingstolifeWhatIsSixSigma?TheRoadmaptoCustomerImpactMakingCustomersFeelSixSigmaQualityGlobalizationandinstantaccesstoinformation,productsandserviceshavechangedthewayourcustomersconductbusiness—oldbusinessmodelsnolongerwork.Today’scompetitiveenvironmentleavesnoroomforerror.Wemustdelightourcustomersandrelentlesslylookfornewwaystoexceedtheirexpectations.ThisiswhySixSigmaQualityhasbecomeapartofourculture.WhatisSixSigma?First,whatitisnot.Itisnotasecretsociety,asloganoracliché.SixSigmaisahighlydisciplinedprocessthathelpsusfocusondevelopinganddeliveringnear-perfectproductsandservices.Why”Sigma“?Thewordisastatisticaltermthatmeasureshowfaragivenprocessdeviatesfromperfection.ThecentralideabehindSixSigmaisthatifyoucanmeasurehowmany“defects”youhaveinaprocess,youcansystematicallyfigureouthowtoeliminatethemandgetascloseto“zerodefects”aspossible.SixSigmahaschangedtheDNAofGE—itisnowthewaywework—ineverythingwedoandineveryprod-uctwedesign.GE’sEvolutionTowardsQualityGEbeganmovingtowardsafocusonqualityinthelate‘80s.Work-Out®,thestartofourjourney,openedourculturetoideasfromeveryone,everywhere,decimatedthebureaucracyandmadeboundarylessbehaviorareflexive,naturalpartofourculture,therebycreatingthelearningenvironmentthatledtoSixSigma.Now,SixSigma,inturn,isembeddingqualitythinking—processthinking—acrosseverylevelandineveryoperationofourCompanyaroundtheglobe.Work-Out®inthe1980sdefinedhowwebehave.Today,SixSigmaisdefininghowweworkandhassetthestageformakingourcustomersfeelSixSigma.1990TIMEINTENSITYHighLowSixSigmaQuality:TheRoadtoCustomerImpactKeyStrategyInitiatives:QMI,NPI,OTR,SM,Productivity,GlobalizationChangeAccelerationProcess:IncreaseSuccessandAccelerationChangeProcessImprovement:ContinuousImprovement,ReengineeringProductivity/BestPractices:LookingOutsideGEWork-Out/TownMeetings:Empowerment,BureaucracyBustingGE’sEvolutionTowardsQualityKeyElementsofQuality...Customer,ProcessandEmployeeTherearethreekeyelementsofquality:customer,processandemployee.Everythingwedotoremainaworld-classqualitycompanyfocusesonthesethreeessentialelements....theCustomerDelightingCustomersCustomersarethecenterofGE’suniverse:theydefinequality.Theyexpectperformance,reliability,competitiveprices,on-timedelivery,service,clearandcorrecttransactionprocessingandmore.Ineveryattributethatinfluencescustomerperception,weknowthatjustbeinggoodisnotenough.Delightingourcustomersisanecessity.Becauseifwedon’tdoit,someoneelsewill!...theProcessOutside-InThinkingQualityrequiresustolookatourbusinessfromthecustomer’sperspective,notours.Inotherwords,wemustlookatourprocessesfromtheoutside-in.Byunderstandingthetransactionlifecyclefromthecustomer’sneedsandprocesses,wecandiscoverwhattheyareseeingandfeeling.Withthisknowledge,wecanidentifyareaswherewecanaddsignificantvalueorimprovementfromtheirperspective....theEmployeeLeadershipCommitmentPeoplecreateresults.InvolvingallemployeesisessentialtoGE’squalityapproach.GEiscommittedtoprovidingopportunitiesandincentivesforemployeestofocustheirtalentsandenergiesonsatisfyingcustomers.AllGEemployeesaretrainedinthestrategy,statisticaltoolsandtechniquesofSixSigmaquality.Trainingcoursesareofferedatvariouslevels:�QualityOverviewSeminars:basicSixSigmaawareness.�TeamTraining:basictoolintroductiontoequipemployeestoparticipateonSixSigmateams.�MasterBlackBelt,BlackBeltandGreenBeltTrai...
