Six sigma has most often been used in 'hard', non-personal business and manu?facturing processes, but now it is increasingly being used in the' softer' , more personal ones as well, such as customer relationship management. Fleming and Asplund have based their book on research conducted over many years by the management consultancy and research organisation Gallup whose researchers have spoken to hundreds of companies and 20m employees and customers around the world.
展开▼