Whenever I find myself saying, “That's the way we've always done it,” I stop dead in my tracks. If you're doing certain things the way that you've always done them just because, you're probably not doing them the most efficient way. This assumption is at the core of Six Sigma, a quality improvement initiative that was first used by Motorola's manufacturing operation in the 1980s and now, in its third generation, is being used by service organizations as well. If you don't know about Six ...

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