The bestselling guide to taking your organisation to the next level with Lean Six Sigma now better than ever!What do the GE, BAA, Lloyds, TSB, O2, Siemens Medical, Dyson, Volvo and Rolls Royce have in common? Like many of todays most successful companies theyve gained an unbeatable competitive edge using Lean Six Sigma. This expanded edition of the bestselling guide explains, in plain English, the key concepts of this remarkable performance and quality improvement method, and includes lots of powerful tools for making it happen. Know your customers zero in on your customers and their varying needs and use that information to form the basis of your process measurements and improvements Xray your processes find out how to draw a map that will give you a clear picture of the processes you use to meet your customers needs Gather key data learn a fivestep approach to collecting important data about your processes, along with techniques for interpreting it and presenting it in ac