Keywords: six sigma, customer satisfaction, total quality management, TQM, United Kingdom, UK, Italy, black belts, green belts, small and medium-sized enterprises, SMEs, management philosophy, quality improvement
A British and Italian case study on management philosophy
Six Sigma is a management philosophy that is strategic and disciplined, customer and process centric, data-driven, and represents a cross-functional approach to performance improvement aimed at the reduction of defects/errors from every product, process, and transaction. In this paper, a general introduction of the methodology is presented, including some basic characteristics, as the tools used for its development and the structure for its implementation. A comparison with other well known and recognised quality management systems has been done as well. In this second part, some of the most important cases of application of Six Sigma are presented.