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Selling Six Sigma to Upper Management

Summary: Peter Drucker contends that CEOs can be easily convinced to "do" quality provided the staff clearly reports necessary information that can be easily assimilated and understood so that the CEOs may draw their own conclusions. Two criteria for building such a "Drucker report" are balance in measurement to ensure all perspectives are reflected in an assessment of performance, and alignment to ensure the organization has a linked response between corporate metrics of success and operational actions that deliver success. These concepts are also foundations for building a Six Sigma customer dashboard, an extension of the balanced scorecard concept that focuses on value delivered to customers by employees. A Drucker report is a top-level report card of a Six Sigma customer dashboard, and it must be understood before an entire Six Sigma customer dashboard can be created. Six Sigma logic supports the CEO's need to deliver shareholder value by developing deeper insights than those of a pure financial measurement system. A sidebar article explains factors related to return on investment (ROI) used in calculating profit.

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  • Topics: Cost of Quality, Customer Satisfaction and Value, Six Sigma
  • Keywords: Cost of quality (COQ),Customer focus,Drucker, Peter F.,Reports,Return on Investment (ROI),Scorecards,Upper management,Six Sigma,Stakeholders,Value-added
  • Author: Watson, Gregory H.
  • Journal: Six Sigma Forum Magazine