... CUSTOMER’S POINT OF VIEW40ccc_thomsett_ch02_3 1-6 0.qxd 9/17/04 5:36 PM Page 40These include a failure to act in a timely manner, process-ing with incomplete data, interpretations containing er-rors, ... standards?One concept often used in Six Sigma is that of in- cluding customer data in the process of changing systems,developing or modifying procedures internally, and over-all response. This is usually ... type of think-ing that goes into the solution-oriented approach. Ratherthan spending a lot of time dealing with an ongoing prob-lem, the employee realized that the solution was far sim-pler....