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The role of quality in performance measurement

Six Sigma

Aims to reduce the number of faults that go beyond an accepted tolerance level of
3.4 defects in every one million units produced.

2.1 The Six Sigma process (DMAIC)

 Quality problem identified
Step 1: Define the process
 Mission and objectives set stating
what will be done about the quality
problem from the customers’
perspective:

– minimum customer
requirements

– those that improve the
customers’ experience

– those that go beyond the
customers’ expectations

 Preliminary work on how the current
Step 2: Measure existing problems
process is working

 Performance measurement systems
must be reliable

 Root cause of problem identified
Step 3: Analyse the process
 May need additional information

 Potential solutions developed
Step 4: Improve the process
 Appropriate solution will:

– achieve stated mission and
objectives
be within cost/resource constraints

 Ongoing monitoring
Step 5: Control the process
 Revisit earlier stages if needed

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