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We differentiate customers from stakeholders in Lean Six Sigma because customers are the focus of projects. Stakeholders are important to the project because we need their engagement in order to ensure lasting change. For customers we develop specific efforts to understand “voice of the customer” and how to measure their requirements. Their requirements are the…
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Elisabeth Swan

Elisabeth is a Master Black Belt at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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