By: John Goodman
Six Sigma Forum Magazine February 2011
A lean Six Sigma (LSS) effort focused on an enhanced customer experience yields 10X to 20X more impact than one concentrating on improving organizational efficiency. To realize this payoff, LSS practitioners must modify their methodology to: (1) recognize a broader set of the causes of customer dissatisfaction; (2) reorient LSS project selection criteria to emphasize the revenue payoff of improved quality and service; and, (3) expand the set of corrective actions considered in solutions.
