Six Sigma is not a mere methodology or a quality tool. It is a philosophy i.e. a systematic way of thinking to solve quality problems. Six sigma involves use of statistics to convert raw data into facts about how the processes of the organization are being run. The thrust is on creating processes which can replicate the same results over and over again with near 100% predictability.
Variability is inherent in every process, it is a part and parcel of business. This process variation can be attributed towards creating inconsistent processes. These inconsistent processes lead to different experiences for different customers. It may even lead to different experiences for the same customer at different times.
Six Sigma processes are completely driven from the point of view of the customer. They start by identifying what is important to the customer i.e. the critical to quality metrics. The next step is to identify the gaps in the process that are the cause of not being able to meet the CTQ‟s and as a result causing immense customer dissatisfaction.
The usage of Six Sigma has grown by leaps and bounds. Today almost every major organization in the world is following Six Sigma initiatives and making their processes more controlled and more predictable.