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Introduction- Striving for Perfection in an Imperfect World. Chapter 1- The Meaning of Six Sigma. Chapter 2- The Customer's Point of View. Chapter 3- Outside-In Thinking. Chapter 4- The Nature of Quality. Chapter 5- Product and Service Defects. Chapter 6- Improving Process Systems. Chapter 7- Striving for Consistency. Chapter 8- Expectation and Rules. Glossary. Index.