Six Sigma is a business strategy that seeks to identify and eliminate causes of errors or defects or failures in business processes by focusing on outputs that are critical to customers. It is a measure of quality that strives for near elimination of defects using the application of statistical methods. A defect is defined as anything which could lead to customer dissatisfaction. The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction. When Six Sigma was introduced to many organisations, the initial reactions varied from a lot of enthusiasm to an absolute scepticism, with the latter mood reflected in comments such as:

• It is another quality improvement initiative or flavour of the month
• There is nothing really new in Six Sigma compared to other quality initiatives such as TQM we have witnessed in the past.
• This too shall pass like others
• It