MICHAEL C. THOMSETT is a financial writer who has written more than sixty books on investing, real estate, business, and management topics. He is the author of several Wiley books including the successful Getting Started in Options, now in its sixth edition. Thomsett has written extensively on quality control and quality assurance topics, and has had over 500 articles published in business, trade, and professional journals. Prior to his writing career, Thomsett was a professional accountant and systems consultant.

• Introduction Striving for Perfection in an Imperfect World 1Chapter 1 The Meaning of Six Sigma 5Chapter 2 The Customer's Point of View 31Chapter 3 Outside-In Thinking 61Chapter 4 The Nature of Quality 91Chapter 5 Product and Service Defects 117Chapter 6 Improving Process Systems 139Chapter 7 Striving for Consistency 165Chapter 8 Exceptions and Rules 185Glossary 205Notes 209Index 211

MICHAEL C. THOMSETT is a financial writer who has written more than sixty books on investing, real estate, business, and management topics. He is the author of several Wiley books including the successful Getting Started in Options, now in its sixth edition. Thomsett has written extensively on quality control and quality assurance topics, and has had over 500 articles published in business, trade, and professional journals. Prior to his writing career, Thomsett was a professional accountant and systems consultant.

• Introduction Striving for Perfection in an Imperfect World 1Chapter 1 The Meaning of Six Sigma 5Chapter 2 The Customer's Point of View 31Chapter 3 Outside-In Thinking 61Chapter 4 The Nature of Quality 91Chapter 5 Product and Service Defects 117Chapter 6 Improving Process Systems 139Chapter 7 Striving for Consistency 165Chapter 8 Exceptions and Rules 185Glossary 205Notes 209Index 211