Generally taken near the end of a progra

Have you ever worked hard to improve yourself in some way--for example, to lose or gain weight, or to exercise regularly? If you have, you know that you have to work just as hard to maintain your progress.

Laotzu, a Chinese philosopher, said, 'The biggest problem in the world could have been solved when it was small,' but as far as business processes are concerned, even catching a problem when it's small might not get at the root cause.

Imagine the perfect cup of coffee--it tastes and smells great, it's served at exactly the right temperature, and, best of all, it satisfies you every time. Because it's perfect, you find yourself returning again and again to the cafe that sells it.

There's one thing that doctors, mechanics, and detectives sometimes share in common--getting to the source of something that's gone wrong in a system.

Would you use your thumb and forefinger to measure how much carpet you need to buy for a new room in your house? By the same token, do you have the right tools for measuring a process in your organization that just isn't working? 'Six Sigma DMAIC:

'What's your problem?' It could be said that this is one way to get to the heart of a matter. Of course, there's a better way.

'Let the buyer beware.' That old business maxim of caveat emptor once struck fear in the hearts of many wary consumers.

'What, do you expect everything to be perfect?' How would you respond if one of your employees said that to you? You might consider saying, 'Well, yes!' In fact, striving for near perfect quality is reasonable and achievable.