When Six Sigma Loses Customer Focus Nardelli-Style

Six Sigma as practiced at Home Depot, under the tenure of Bob Nardelli, lost its focus on the customer and became a number-crunching exercise. No methodology should make an enterprise lose sight of customer needs. ...

... "Six Sigma was used to streamline the check-out process and strategically place vacuum-cleaner displays, for example. ... The bottom line on Nardelli's tenure: Profitability soared, but worker morale drooped, and so did consumer sentiment. " ...

Six Sigma Gone-Bad