It has a lot of applications but it can be described as, "Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes.[3] It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization ("Black Belts", "Green Belts", etc.) who are experts in these methods.[3] Each Six Sigma project carried out within an organization follows a defined sequence of steps and has quantified financial targets (cost reduction and/or profit increase).[3]"
In other words, in 1980, Bill was a good service tech at a mechanic shop. He always showed up for work on time. The customers loved him. He was knowledgeable and could always be trusted to guide the customer in the correct course of action.
In 2011, he’s not such a good service tech. His ticket average is 3.16. This is 16% below his quota of ,012.86. His margin is 8.61% person. This is below the quota of 12.83%. His cross sell percentage (e.g., getting someone who is in for an oil change to get their brakes down, get new tires, etc.) is a mere 7.9%. The company expects no less than 33%.
This is just an example I made up, but you have probably worked somewhere where you experienced something like this. Is this why worker dissatisfaction is at an all time high?
"Is this why worker dissatisfaction is at an all time high?"
What data do you have to support the statement that worker dissatisfaction is at an all time high?
However back to Six Sigma…
Using your example, I would argue that the metrics have been poorly selected. Good Six Sigma metrics begin with the Voice of the Customer, so customer sat score and retention would be important. However internal efficiencies also need to be looked at. Just because Bill comes to work on time doesn’t mean that he couldn’t improve his productivity. He probably does things that are not value added due to wasteful processes. Value stream mapping would help identify the waste and rework.