Covering Six Sigma's applications to both manufacturing and non-manufacturing organizations, this handbook seeks to demystify the methodology and outline the essential characteristics of a Six Sigma initiative. Stamatis (a consultant) provides an overview of the entire process, from understanding customer requirements to variation reduction, to design and implementation. Each chapter focuses on one element of the approach and explains its real-world applications. A companion CD-ROM contains about 75 Six Sigma forms and a glossary.