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It is the aim of great manufacturing companies (starting with Motorola in the 1980s) to remove [substantially] all error from both their [fabrication] and business processes—their goal is to achieve 6 sigma; that is, an error or defect rate that is equal to or less than: (1 – 99.99966%). Looked at another way, this implies that only one in every 294,118 things that a six sigma company does is defective and has to be either discarded or done again. Now most service businesses can not possibly come close to matching a fabrication company but they should be able to achieve a 3 sigma state. [Unfortunately], many service firms are in effect 1 sigma enterprises: that is, they have a level of proficiency with an error rate that is, basically, equivalent to two out of every three things they do are wrong (actually, it is 2 in 2.899 but at that point who cares, it’s pathetic.)
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