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The Moment of Truth is when a customer interacts with a process and forms an opinion (positive, negative, or indifferent) about that process.

For a better understanding of the Moment of Truth and an overview of Lean Six Sigma, check out our Free Lean Six Sigma Yellow Belt Training, Green Belt Training or Lean Training.

Elisabeth Swan

Elisabeth is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.