ABSTRACT
When the science of quality management met online shopping, a global economic and cultural phenomenon was born: the 5-star rating system. Quality is essentially the grade of excellence. It's human nature to desire products and services that deliver the value we expect. This chapter describes a major management philosophy developed around the six-sigma measurement. It focuses on customer satisfaction, data-driven management, and process improvement. Customer satisfaction is the key determinant of quality. If a product satisfies the customer or meets the customer's specifications, then it's acceptable; otherwise, it is defective in some way. To define the quality of any product, one must fully understand customer needs and specifications. Accurate identification of customer requirements is at the heart of the Six Sigma philosophy. The chapter presents a basic understanding of how the science of quality management is used in industry and how the underlying concepts and philosophies drive success.
