Cover image for The ultimate six sigma : beyond quality excellence to total business excellence
The ultimate six sigma : beyond quality excellence to total business excellence
Bhote, Keki R., 1925-2013.
Personal Author:
Publication Information:
New York : AMACOM/American Management Association, [2002]

Physical Description:
xxxvi, 404 pages : illustrations ; 27 cm
Subject Term:
Format :


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TS156.8 .B49 2002 Adult Non-Fiction Central Closed Stacks

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"Why confine a company to a handful of elitist black belts when we can convert all the people to black belts at a fraction of the cost and with far greater effectiveness." -- Author Keki R. Bhote

Six Sigma started as a revolutionary quality tool at Motorola, gained fame as a powerful driver of cost savings at GE, and has spawned an entire industry of publications and consultants, many peddling a watered-down version of the original Motorola Six Sigma process.

Now, Keki Bhote, one of the founders of Six Sigma, taps into the rigors and rewards of this breakthrough process--but moves it beyond mere quality to focus on total business excellence in 12 key areas.

From customer loyalty to leadership to supply chain management, The Ultimate Six Sigma provides the techniques and metrics needed to measure success, and supplies self-assessment audits to help readers ensure that they're getting it right.

Case studies illustrate how Six Sigma has been successfully implemented in each key area.

Author Notes

Keki R. Bhote (Glencoe, IL) is president of Keki R. Bhote Associates, a consulting group specializing in quality and productivity improvement.


Reviews 1

Choice Review

In contrast to many books on the six sigma quality improvement process, this volume focuses on the organization rather than statistics. In fact, Bhote, regarded as the "father of the Six Sigma model," argues that six sigma is not about statistics but rather about organizational excellence and how to achieve it. In 12 strong chapters he addresses 12 key areas of business excellence, including among others customer loyalty, leadership, empowerment, manufacturing, and supply chain. In these chapters, Bhote provides useful concepts, examples, tools, and assessment instruments. Unfortunately, to reach these useful chapters, readers will first have to wade through 50-plus pages in which Bhote harangues against "hyped Six Sigma." Readers will also have to endure hyperbole throughout the book, e.g., "By contrast, in the Ultimate Six Sigma, reliability is a shining star that burns bright in the customer's firmament." Those looking for a service focus will find only one chapter that addresses their issues, and even that chapter is focused on service units within the manufacturing organization. Practitioners and students without previous training or exposure to six sigma will find the nonstatistical approach refreshing. Advanced undergraduate through practitioner audiences. B. J. Keinath Metropolitan State University

Table of Contents

Part I
1 What Is Six Sigma?
2 The Need, Objective and Benefits of the Ultimate Six Sigma
3 The Origin, Development, and Renewal of Motorola's Six Sigma
4 The 'Hyped Six Sigma': From the Pure Six Sigma to the Sick Sigma
Part II
5 Scope, Structure and Methodology of the Ultimate Six Sigma
6 Customers--From Mere Customer Satisfaction to Customer Loyalty
7 Leadership--From Stifling Micro-Management to Inspiring Leadership
8 Organization--From Taylorism to Freeing the Human Spirit
9 Employees--From Passivity and Boredom to Industrial Democracy
10 Measurement--From Traditional Indicators to Robust Metrics
11 Tools--From Obsolete Tools of the 20th Century to the Powerful Tools of the 21st Century
12 Design--From Historic Levels to Designs in Half the Time, Half the Defects, Half the Costs and Half the Manpower
13 From a Customer-Supplier Win-Lose contest to a Win-Win Partnership for the Entire Supplier Chain
14 Manufacturing--From Second Class Citizen to a Major Contributor to Business Excellence
15 Field--From an Appendage to Maximum Service to Down-Stream Stakeholders
16 Services--From a Black Hole of Little Accountability to a Productive Contributor
17 Results--From Mediocrity to World Class