In the context of Six Sigma, what does the term “defect” refer to?

The term “defect” in the context of Six Sigma refers specifically to any instance where a product or service does not meet customer specifications. This definition is rooted in the core objective of Six Sigma, which is to improve quality by identifying and eliminating defects in processes, thereby meeting or exceeding customer expectations.

By focusing on defects in terms of customer satisfaction, Six Sigma emphasizes the importance of aligning product and service performance with customer needs and requirements. A defect is not just any error or deviation; it is specifically linked to the impression and experience of the customer. This focus on customer specifications ensures that continuous improvement efforts directly enhance the quality perceived by customers.

In contrast, while deviations from processes, errors in financial reporting, or missed sales opportunities may be relevant in their own right, they do not encapsulate the essence of what constitutes a defect in the framework of Six Sigma. The methodology prioritizes customer satisfaction and uses defect rates as a primary measure of process effectiveness. Therefore, it is essential to clearly define and maintain the standard that products and services should consistently meet or exceed customer specifications to minimize defects.