Part 1: Definitions and concepts -- What is six sigma? -- The need, objectives, and benefits of the ultimate six sigma -- The origin, development, and renewal of Motorola's six sigma -- The hyped six sigma: from the pure six sigma to the sick sigma -- The scope, structure, and methodology of the ultimate six sigma -- Part 2: The ultimate six sigma - twelve areas of business excellence -- From mere customer satisfaction to customer loyalty -- From stifling micromanagement to inspirational leadership -- From talorism to empowerment creation in the organization -- From passivity and boredom among employees to industrial democracy -- From traditional indicators to robust metrics -- From obsolete tools of the twentieth century to the powerful tools of the twenty-first century -- From historic levels to designs in half the time with half the defects, half the costs, and half the manpower -- From acustomer-supplier win-lose contest to a win-win partnership for the entire supplier chain -- From second-class citizen to manufacturing as a major contributor to business excellence -- Field operations: from an appendage to a maximum service to downstream stakeholders -- From the black hole of little accountability to service as a productivity contributor -- From mediocrity to world-class results

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