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<P>Contents<BR>Preface ix<BR><STRONG>1. What Is Six Sigma? 1</STRONG><BR>Six Sigma Defined and Explained 2<BR>Essentials of the Six Sigma Methodology 7<BR>Focus on Engaging People and Changing Processes 9<BR>Not Just Statistics, but Cultural Changes 11<BR>Six Sigma Applied 13<BR>What Six Sigma Is Not 18<BR>Manager’s Checklist for Chapter 1 20<BR><STRONG>2. Why Do Six Sigma? 21</STRONG><BR>Money 22<BR>Customer Satisfaction 23<BR>Quality 29<BR>Impact on Employees 30<BR>Growth 31<BR>Competitive Advantages 32<BR>Are You and Your Company Ready? 32<BR>The Correlation Between Quality and Cost 34<BR>Manager’s Checklist for Chapter 2 35<BR><STRONG>3. Setting Business Metrics 36</STRONG><BR>A Little Statistics 38<BR>Criteria for Business Metrics 44<BR>What Is the Cost of Poor Quality? 52<BR>Financial Linkage of Metrics and Results 52<BR>Keeping Your Process Capability 60<BR>Manager’s Checklist for Chapter 3 61</P>