Six sigma : SPC and TQM in manufacturing and services

Comprehensively explores the underlying issues and elements which, together, constitute the quality and management programmes upon which companies including Motorola and GE base their success - Six Sigma.

The author was directly involved in implementing Six Sigma for a division of GE Capital and draws on his own experience to develop a reasoned explanation of the benefits that Six Sigma offers to organizations and what can be expected from start to finish.

He investigates the relationship between Six Sigma and quality, customer satisfaction, business processes and organizational structure, statistics and analysis, and process improvement methodologies.