As the number of steps, people and processes increases, so does the variation in output, the number of opportunities for errors, and the additional tracking of rework and repair activities necessary to prevent these problems from touching the customers. Soon the organizations look for a quality improvement activity, such as Six Sigma, to improve customer satisfaction. Or they look at lean manufacturing to reduce costs, thwart off a low cost competitor or avoid market driven pricing. In either case the objective is really the same: Hold onto and expand market share by delivering only what the customer wants from a value standpoint.
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