Behara, Ravi S.; Fontenot, Gwen F.; Gresham, Alicia - In: International Journal of Quality & Reliability Management 12 (1995) 3, pp. 9-18
Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects. Presents a case study to illustrate how the concept of zero defects, measured by six sigma, can be applied to customer satisfaction measurement and to examine the impact of customer...