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HBOK 1-293

Title Six Sigma at Cigna
Author(s) Susan Daniels
Source Quality Progress
Topic Data Analysis

Performance Improvement

Abstract In 2002, Cigna Corp., a provider of employee healthcare and insurance benefits, launched a grass-root driven quality program based on Six Sigma. Leadership made it clear that the approach would be holistic and would require behavioral changes and a focus on customers. At Cigna, Six Sigma has been fully integrated with a number of pre-existing process improvement initiatives to gain maximum flexibility and results. Practitioners are free to use anything in the toolbox as long as the focus is on the voice of the customer (VOC) and the drivers are VOC and business results. A sidebar article describes a Six Sigma project success story at Cigna.
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Reference Code 1-293

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