By almost every measure manufacturing quality has improved tremendously in the past decade; unfortunately, the same is not true for service. Yet, manufacturing processes represent less than 5 per cent of all business processes. Clearly, the opportunity area for the twenty‐first century is in the...

This article addresses how an organization can combine sig‐sigma and the Internet to reduce costs, improve the delivery success rate, and increase service quality. The model that was developed to map the six‐sigma quality process against the software development life cycle was introduced. A...