This case study demonstrates several principles of TQM and Six Sigma:

• What cannot be measured, cannot be improved. (Establishing service standards and the use of sigma and control charts for on-time delivery of services were essential in making improvements.)
• It is important to develop customer-oriented metrics.
• Mindset change is crucial to the success of any improvement effort.
• Standardizing the improvement can take longer than the improvement itself. (It is still continuing in this application.)
• There is value in step-by-step improvement and continuous improvement