Customer First...and Last

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All the skills that are key to Six Sigma Leadership are put to their ultimate test in this challenge of balancing customer needs and your organization’s self-interest today while being always ready to change with the customer, or to begin serving new customers.This chapter from Peter Pande's "The Six Sigma Leader" will review ideas and approaches to building a more solid and practical approach to increasing customer focus balanced by the need for flexibility and long-term success. These approaches will increase your odds of staying connected to a group of satisfied — and profitable — customers.

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