The Food Chain of Improvement

Food Chain of Improvement

We are in business to make money

We make money by satisfying needs

We are able to satisfy needs by doing

Every need/do pair is an interaction

The aim of customer focus is on improving need/do interactions

Repetition of the same action constitutes a process

Improvement our business means improvement of our processes

Customers need products/services on-time, with zero defects, at the lowest cost

Suppliers create processes to generate needed products

As process capability improves, the product quality increases

As quality increases, costs and cycle-time go down

The attributes of customer satisfaction must be measured if they are to be improved

To improve means we must be able to predict and prevent, not detect and react

Prediction is correlated to certainty

Maximization of certainty is dependent upon the measurement of process capability

Process capability is best understood and reported using statistics

Statistics are dependent upon data

Data must be collected in the process according to a plan

Statistical analysis is used to convert raw data into meaningful summary information

Statistical information is used to report on, improve, and control the process

The basis of statistics is the mean and standard deviation

The mean reports on process centering

The standard deviation reports the extent of variation or “scatter” about the mean

By combining the mean and standard deviation, the “sigma” of a process can be calculated

The “sigma” of a process tells us how capable it is

The process sigma can be used to compare similar or dissimilar processes

Such comparison of processes is called benchmarking

Benchmarking is a competitive tool used to uncover what we do well and not so good

Once basic competencies and deficiencies are know, corrective action can be taken

Corrective action leads to the reduction of defects, cycle-time, and cost

The reduction of defects, cycle-time, and cost leads to improved customer satisfaction

As customer satisfaction improves, the likelihood of doing business increases

As business increases, we (as individuals) grow and prosper

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About Mikel Harry

Dr. Harry has been widely recognized in many of today's notable publications as the Co-Creator of Six Sigma and the world's leading authority within this field. His book entitled Six Sigma: The Breakthrough Management Strategy Revolutionizing the World’s Top Corporations has been on the best seller list of the Wall Street Journal, New York Times, Business Week, and He has been a consultant to many of the world’s top senior executives, such as Jack Welch, former CEO and Chairman of General Electric Corporation. Dr. Harry has also been a featured guest on popular television programs, such as the premier NBC show "Power Lunch." He is often quoted in newspapers like USA Today and interviewed by the media, such as The Economic Times. In addition, Dr. Harry has received many distinguished awards in recognition of his contributions to industry and society. At the present time, Dr. Harry is Chairman of the Six Sigma Management Institute and CEO of The Great Discovery, LLC.
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One Response to The Food Chain of Improvement

  1. Very well stated, succinct and to the point. This explains Six Sigma better then I have ever seen it.

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