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A Company-Wide Approach to Continuous Improvement | 9872 Demystifying Six Sigma 2/22/03 8:52 PM Page i Demystifying Six Sigma This page intentionally left blank 9872 Demystifying Six Sigma 2/22/03 8:52 PM Page iii Demystifying Six Sigma A Company-Wide Approach to Continuous Improvement Alan Larson American Management Association New York • Atlanta • Brussels • Buenos Aires • Chicago • London • Mexico City San Francisco • Shanghai • Tokyo • Toronto • Washington, D. C. 9872 Demystifying Six Sigma 2/22/03 8:52 PM Page iv Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel.: 212-903-8316. Fax: 212-903-8083. Web Site: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other ex- pert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Larson, Alan. Six sigma demystified : a company-wide approach to continuous improvement / Alan Larson. p. cm. Includes bibliographical references and index. ISBN 0-8144-7184-6 1. Total quality management. 2. Six sigma (Quality control standard) 3. Customer services—Quality control. I. Title. HD62.15 .L372 2003 658.4'013—dc21 2002152003 © 2003 Alan Larson. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing .
