Includes index.

Sigma overview. what is Six sigma? History of quality innovations. History of Six sigma. Benefits of Six sigma. Six sigma as a core strategy. Measuring Six sigma -- Integrating Six sigma with other management practices -- Foundations of Six sigma (customer and processes). Understanding the customers. The "voice-of-the-customer." Exploring customer needs : the customer survey process. Measuring the right thing. Understanding the process thinking. Manufacturing versus non-manufacturing. Product versus service. Defining the process. Mapping the process. Measuring and analysing the process -- Sigma projects. Project phase DEFINE. Project phase MEASURE. Project phase ANALYSE. Project phase IMPROVE. Project phase CONTROL -- Sigma teams and training. Six sigma levels and their roles. Origins of the Six sigma teams. Managing the Six sigma teams. Six sigma training. Certifying the Six sigma belts. Rewarding the Six sigma teams -- Sigma toolbox. Constructing a Pareto diagram. Constructing a histogram. Calculating process capability ratios Cp and Cpk. Conducting a measurement system analysis. Constructing a control chart -- Pursuing customer service excellence : Mr Derek Horner, Sony Australia, Australia -- Implementing Six sigma in an airline operations environment : Dr Amin Khan, Malaysia Airlines, Malaysia -- Building an effective internal customer service focus and relationship : Ms Vanessa Craig, Queensland Rail, Australia -- Sigma in customer service industry : Mr H.S. Kim, Samsung Everland, Korea -- Sigma in the banking business : Dr Uwe H. Kaufmann and Ms Amy Tan Bee Choo, AON, Singapore.