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Six Sigma Glossary

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  • Voice of the Customer (VOC)
    Represents the expressed and non-expressed needs, wants and desires of the recipient of a process output, a product or a service.
  • Defect
    An output of a process that does not meet a defined specification, requirement or desired outcome.
  • Central Tendency
    A measure of the point about which a group of values is clustered; two measures of central tendency are the mean, and the median.
  • Design of Experiments (DOE)
    Approach to interrogate a process or system for the purpose of maximising the gain in process or system knowledge.
  • Six Sigma Project
    A well defined effort that states a business problem in quantifiable terms and with known improvement expectations.
  • Voice of the Process (VOP)
    Represents the performance and capability of a process to achieve both business and customer needs.