Question: In that regard, how should methodologies like Six Sigma be adapted for service situations?

Townsend:

OK, no question Six Sigma is a powerful tool that can and should be used in service, without question. We got to remember that it is, at base, a measurement tool. It is not an overall process for implementing and sustaining change. It’s a measurement process. Now you take measurements for two reasons. You take measurements so you can gather up data which will be a source of ideas for improvement. Or, you take measurements to check your progress against your established goals. If it turns out you are falling short of your established goals, you go back to the first reason and you gather more data to have more ideas for improvement. Now, what you have to have is some system around Six Sigma that can sustain that change, that actually can take that data you have gathered and convert into actual ideas for improvement. Ideas being had by the people who have to make the change, have to live with the change. So Six Sigma gives you the data, but a complete quality process gives you the will; it provides the systems for making changes.

One thing you have to remember about Six Sigma is it did not start with Jack Welch and GE. Six Sigma was a primary tool used by Motorola to win the Baldrige in 1988. And when Motorola did Six Sigma, they went to each person being measured and asked them, “What measurements would work for you? What would be a valid way to measure your contribution to the organization? What 2, 3, 4 things should we track and how can you use that to improve?” People were very much more involved then at that point. You do not have this group of folks with funny color belts coming in and saying, “Give me your data” and then saying “Here is what you should do” and then riding back off. Six Sigma was a far more personal thing when it began.