Maybe you know the feeling when someone asks you, “So what exactly is Six Sigma?!” You might give a 30-second to one-minute explanation, and you are met with a blank stare. So you launch into a longer explanation and he or she is nodding along, appearing interested. You finish your spiel, and that someone says, “Okay, so what is Six Sigma?”

Or maybe you’re that someone who needs the Six Sigma explanation and have looked at the person explaining it to you like she had three heads when she was done.

Either way, I’ve noticed a disconnect between those “in the know” and those who aren’t. How can advocates of process improvement bridge that gap in an organization when a good number of people—brilliant, capable, competent people—are deathly afraid of change?

Listen in for a little under 10 minutes as I start a tale to help illustrate a point in communication styles by observing how ABT Hosting, a fictional web hosting company might (or might not!) handle a situation when DMAIC is introduced as a possible solution to a customer service/tech support problem.

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