Organization's operations model and flaws

Six Sigma is a great model for manufacturing companies, but it is of dubious applicability to organisations that differentiate themselves in the marketplace through their service. The unpredictability of customers’ changing needs, moods and expectations demands a “loose-tight” approach to the design and delivery of service. Even Keki Bote, an architect of the Six Sigma model when it was first developed in Motorola, acknowledges this. Alas, the big bucks that are to be made from relentless

Six Sigma, customer approach, Michael Porter model, organisations