Does Six Sigma mean zero-defect?
Many companies first pursued quality with a focus on the ultimate goal of zero defects. Unfortunately, many service companies implemented this by instilling a culture of fear regarding mistakes. After the goal was announced, workers were expected to come to work the next day as perfect workers. Jobs depended on it. Errors were covered up. Companies improved. This continued until customers left, workers found jobs in less threatening environments, and service quality became another slogan. Having a process focus means treating defects as valuable clues to diagnose poor processes. People are encouraged to discuss their knowledge of internal problems that cause customer dissatisfaction. It is only in a culture of openness that the true issues emerge. Human beings will never be perfect and having a Six Sigma focus does not expect them to be perfect. It is not Six Sigma people, but Six Sigma processes that we seek. By working on the structures in which our people work, we can make the trans
