Six Sigma is filled with statistics, but it's really one simple idea: it's not you, but your customer, who defines quality. Obviously that applies to TV. In fact, our At the Customer, For the Customer approach at NBC 10 helped us dethrone the perennial winner of Philadelphia's weekday late news ratings race for the first time in 25 years.

Our goal was "C3": Complete Customer-Centricity. We examined all of our viewer touch-points – news, programming, promotion, community events,  Website – to identify what our viewers expect from local TV and find ways to super-satisfy them. The answers: energy, anticipation, innovation, depth, interaction.

 We report breaking news with a sense of where the story may go and what the follow-up questions may be. We add hard-hitting consumer pieces, medical breakthroughs and state-of-the-art weather technology. We emphasize our strong online component to offer additional utility and depth. And we encourage our viewers to communicate with us, both online and at our community events.

C3 has translated into ratings and more. Our aggressive, proactive approach has helped us earn our viewers' trust. We'll stay relentless about serving and satisfying our customers.