Customer Focus

Understanding what customers really care about is fundamental to Six Sigma, because our processes have to perform at a measurable level that consistently meets the customer’s needs. Customer expectations and requirements are often unspoken and vague so we need to translate these into a measurable output.

The ‘customer’ of a process is the person (or group) who receive the output. This could be the business customer, a user, or the next process down the supply chain.