ABSTRACT
The person who received the greatest amount of grief was Mark Moore, vice president of quality. After all, this initiative had been entrusted to him. John could see the struggle taking place in Mark as he endured the barrage of negative feedback. Clearly, Mark supported Six Sigma. Paula Lennox from HR and Mark Moore had done an equally effective job of raising expectations within the workforce. Paula mentioned increased stress was starting to show up in the form of an increased number of union grievances. The Excessive Vibration Team was a different story. They had moved crisply through the Define phase, doing a nice job with the project charter, current-state process map, and voice-of-the-customer analysis.
