ABSTRACT
In 1987 Motorola set in motion a five-year quality improvement program called Six Sigma. The term “six sigma” is one used by statisticians and engineers to describe a state of zero defects. This program has resulted in productivity gains of 40 percent, as well as winning the Malcolm Baldrige National Quality Award in 1988
(Rifkin, 1991). Benefits include:
• Increased productivity by 40 percent • Reduced backlog from years to months • Increased customer service levels • Shifted IS time from correcting mistakes to value-added work • More motivated staff • Saved $1.5 billion in reduced cost
PROCEDURES/ISSUES/POLICIES
1. Identify your product. Determine what service or product you are producing. IS must align what they do with what the customers want.
