ABSTRACT
This chapter provides a description of Six Sigma methodology, an overview of its implementation at Educational Testing Service (ETS), several examples of Six Sigma projects at ETS, and advice for other organizations that might implement Six Sigma. In recognition of the rapidly changing and increasingly competitive educational testing environment, the ETS instituted a Six Sigma process improvement program. An important concept in Six Sigma is the cost of poor quality; that is, the cost of producing a defective product. Another important Six Sigma concept is the voice of the customer. Six Sigma strives to ensure customer satisfaction by focusing on delivering products and services so reliably that there would be only a.0003% chance of the customer encountering a problem. A Master Champion was also hired to coordinate the program, to advocate the need for increased quality through the Six Sigma methodology, and to resolve any issues resulting from cross-department conflicts or resistance.
