I. Enterprise-Wide Deployment 1
A. Enterprise view 1
B. Leadership 4
C. Organizational goals and objectives 9
D. History of organizational improvement/foundations of Six Sigma 12

II. Business Process Management 15
A. Process vs. functional view 15
B. Voice of the customer 16
C. Business results 29

III. Project Management 59
A. Project charter and plan 59
B. Team leadership 71
C. Team dynamics and performance 73
D. Change agent 75
E. Management and planning tools 78

IV. Six Sigma Improvement Methodology and Tools‹Define 81
A. Project scope 81
B. Metrics 84
C. Problem statement 86

V. Six Sigma Improvement Methodology and Tools‹Measure 89
A. Process analysis and documentation 89
B. Probability and statistics 90
C. Collecting and summarizing data 94
D. Properties and applications of probability distributions 103
E. Measurement systems 134
F. Analyzing process capability 144

VI. Six Sigma Improvement Methodology and Tools‹Analyze 151
A. Exploratory data analysis 151
B. Hypothesis testing 155

VII. Six Sigma Improvement Methodology and Tools‹Improve 195
A. Design Of Experiments (DOE) 195
B. Response surface methodology 207
C. Evolutionary Operations (EVOP) 208

VIII. Six Sigma Improvement Methodology and Tools‹Control 211
A. Statistical process control 211
B. Advanced statistical process control 237
C. Lean tools for control 239
D. Measurement system re-analysis 240

IX. Lean Enterprise 241
A. Lean concepts 241
B. Lean tools 250
C. Total Productive Maintenance (TPM) 252

X. Design for Six Sigma (DFSS) 253
A. Quality Function Deployment (QFD) 253
B. Robust design and process 257
C. Failure Mode and Effects Analysis (FMEA) 258
D. Design for X (DFX) 261
E. Special design tools 262

Appendix 1. Six Sigma Black Belt Certification Body of Knowledge 265

References 279