ABSTRACT
CHAPTER 1Six Sigma Overview Introduction In recent years, much has been published about Six Sigma in the business and academic press and on the Internet. Despite this fact, there is still confusion among many people, particularly those who work in the transactional and service environments, about the nature of Six Sigma. Two of the fundamental questions often asked are: 'What is Six Sigma?7 and 'What is its relevance?7 Other questions frequently asked include: 'Is it just a fad like some other management programmes before?7 'Is it only applicable to selected industries and businesses?7 'What are the benefits for my business?7 'How practical is the concept and how easily can it be adapted to my business?7 In this chapter, we attempt to provide answers to these and other commonly asked questions not outlined above.
