Key elements of quality...customer, process, and employee

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Making Customers Feel Six Sigma Quality
– What is Six Sigma?
GE's Evolution
Towards Quality
Key Elements of Quality
– the Customer
– the Process
– the Employee
The Six Sigma Strategy
– Key Concepts
GE's Commitment
to Quality
Six Sigma PDF
There are three key elements of quality: customer, process and employee. Everything we do to remain a world-class quality company focuses on these three essential elements.
  ...the Customer
Delighting Customers

Customers are the center of GE's universe: they define quality. They expect performance, reliability, competitive prices, on-time delivery, service, clear and correct transaction processing and more. In every attribute that influences customer perception, we know that just being good is not enough. Delighting our customers is a necessity. Because if we don't do it, someone else will!

  ...the Process
Outside-In Thinking

Quality requires us to look at our business from the customer's perspective, not ours. In other words, we must look at our processes from the outside-in. By understanding the transaction lifecycle from the customer's needs and processes, we can discover what they are seeing and feeling. With this knowledge, we can identify areas where we can add significant value or improvement from their perspective.

  ...the Employee
Leadership Commitment

People create results. Involving all employees is essential to GE's quality approach. GE is committed to providing opportunities and incentives for employees to focus their talents and energies on satisfying customers.

All GE employees are trained in the strategy, statistical tools and techniques of Six Sigma quality. Training courses are offered at various levels:

  • Quality Overview Seminars: basic Six Sigma awareness.
  • Team Training: basic tool introduction to equip employees to participate on Six Sigma teams.
  • Master Black Belt, Black Belt and Green Belt Training: in-depth quality training that includes high-level statistical tools, basic quality control tools, Change Acceleration Process and Flow technology tools.
  • Design for Six Sigma (DFSS) Training: prepares teams for the use of statistical tools to design it right the first time.

Quality is the responsibility of every employee. Every employee must be involved, motivated and knowledgeable if we are to succeed.


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