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Part I: An Executive Overview of Six Sigma. Chapter 1: A Powerful Strategy for Sustained Success. Chapter 2: Key Concepts of the Six Sigma System. Chapter 3: Why Is Six Sigma Succeeding Where Total Quality "Failed"? Chapter 4: Applying Six Sigma to Service and Manufacturing. Chapter 5: The Six Sigma Roadmap. Part II: Gearing Up and Adapting Six Sigma to Your Organization. Chapter 6: Is Six Sigma Right for Us Now? Chapter 7: How and Where Should We Start Our Efforts? Chapter 8: The Politics of Six Sigma: Preparing Leaders to Launch and Guide the Effort. Chapter 9: Preparing Black Belts and Other Key Roles. Chapter 10: Training the Organization for Six Sigma. Part III: Implementing Six Sigma: The Roadmap and Tools. Chapter 12: Identifying Core Processes and Key Customers (Roadmap Step 1). Chapter 13: Defining Customer Requirements (Roadmap Step 2). Chapter 14: Measuring Current Performance (Roadmap Step 3). Chapter 15: Six Sigma Process Improvement (Roadmap Step 4). Chapter 16: Six Sigma Process Improvement (Roadmap Step 4A). Chapter 17: Expanding & Integrating the Six Sigma System (Roadmap Step 5). Chapter 18: Advanced Six Sigma Tools: An Overview. Conclusion: Twelve Keys to Success.