re of how many unhappy customer experiences per million opportunities is the concept behind Six Sigma. For example, if on any day McDonald’s served one million customers,how many of them had a bad or unsatisfying experience like poor food quality, wrong food order etc. If only three (yes, three) customers were unhappy with their experience, then McDonald’s achieved Six Sigma on that day. This is because Six Sigma is equivalent to only 3.4 bad customer experiences for every million opportunities.
统计每一百万个顾客中有多少个顾客不满意的科学方法就是6σ。例如，麦当劳一天招待1,000,000个顾客，有多少个顾客因饭菜质量不佳和传菜出错等感到不满意。如果只有3个顾客对他们的服务不满意，麦当劳当日达到了6σ。这是因为6σ等于3.4ppm，即几率为百万分之三点四。
If 233 bad customer experiences occurred per million McDonald’s customers then McDonald’s would be a Five Sigma company. If 6,210 customers had experienced soggy french fries or an inaccurate order then McDonald’s would be a Four Sigma company. If 66,807 McDonald’s customers opened their lunch bag and found a Big Mac when they had ordered a Quarter Pounder, McDonald’s would be a Three Sigma company.
如果每一百万顾客中有233个对服务不满意，麦当劳就是5σ公司。如果有6,210个顾客吃了浸了水的干炸薯条或吃到上错得饭菜，麦当劳就是4σ公司。如果有66,807个顾客要

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了Quarter Pounder,但是打开他们的午餐袋却发现Big Mac，麦当劳就是3σ公司。
Six Sigma is a measure of customer satisfaction that is near perfection. Most companies are at the two to three sigma level of performance–that means between 308,538 and 66,807 customer dissatisfaction occurrences per million customer contacts.
6σ是测定顾客满意度（接近完美）的方法。大多数公司处于2σ-3σ水平。也就是一百万顾客当中有308,538-66,807个顾客不满意。
Six Sigma was started in the mid-1980s. Here was a quality initiative that had a significant role for management in its implementation. Started at Motorola but popularized in the 1990s by AlliedSignal and General Electric, Six Sigma was different than previous approaches to quality improvement.
6σ始于1980年中期，其动机是提高质量，在实施过程中，充当十分重要的管理角色。它最初见于Motorola公司，但在1990年后由AlliedSign

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