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What our customer's say!

"Data-driven Process Improvement", Sales and Marketing the Six Sigma Way is a great conceptual introduction to Six Sigma.

Six Sigma is most known as a quality control system for reducing manufacturing defects at companies such as Motorola and General Electric. This book explains how it can also be used to improve processes in marketing, sales, and customer service. The author emphasizes the importance of delivering value to both the company and the customer.

The five steps of Six Sigma are Define, Measure, Analyze, Improve, Control (DMAIC). By analyzing data, you can identify causes of problems, and thus fix them. It's all about making decisions based on data, rather than assumptions.

Additional tools include voice of the customer, SIPOC diagrams (suppliers, inputs, process, outputs, customers), and value mapping.

The author also mentions Lean, another quality system used by Toyota. I've added The Toyota Way to my reading list.


"Nothing new in this book!", The book could have provided more examples of the practical use in Sales and Marketing. In addition, there should have been more of an alignment between the Six Sigma methodology and outcome. Nothing new in this book!

"Excellent understanding of the Sales and Marketing process", This book is a must read for people involved with these processes (or live with the results!). Michael understands the process and pitfalls and can help you improve your organizations performance. This book should be reread at least yearly and will pay for itself many times over.


"Exceptional book for improving results", Whether you call it six-sigma, kaizen, lean or TQM, the concept has had a revolutionary impact in manufacturing, propelling, for example, Toyota to the top. It turns out the same basic concepts powerfully apply to sales and marketing. This book details how in a very readable manner. Webb shows us how to make sales and marketing into a process that systematically can be improved. Very insightful examples. Right now most sales and marketing decisions are made on hunch. This book helps us make them on the basis of fact. I strongly recommend it. It presents good idea after good idea.

"A Must Read for CEOs Tired of Same Old Sales Excuses", This book tackles the central marketing problem of our time ....too many suspects, and an ever dwindling number of qualified prospects. Mr. Webb untangles this problem and then shows you how to design a selling system to be an ever improving "machine". A fun read with lots of how-to and examples.

Read this reviews before You buy...

"Six Sigma's New Frontier", This well written book provides information that can help anyone sell.

The words "sales process" usually refer to the steps taken to "make a sale" but this reflects an internal focus.

Mike Webb however, focuses attention on what customers need to make informed decisions as they advance through their purchasing process. This "customer focus" constitutes the six sigma way.

This book offers case studies that show how data has been analyzed to make sales process improvements that achieved desired business results.

Companies, armed with a better understanding of how prospects and customers want to buy, can create value for customers and use their responses to inform subsequent actions.

Prospects, for example, may want general information on problems they face in taking actions to acquire it. Transaction-oriented salespeople looking to closes deals quickly offer no value to prospects who need to demonstrate due dilligence and a disciplined decision making process.

The book offers great insights into how the best salespeople sell and what those in marketing or sales management roles can do to help.
I recommend this text to any company that seeks to achieve profitable revenue growth more predictably and consistently.


"Six Sigma - Interesting", I bought this because my organization is going to the Six Sigma approach and I wanted to know more about it. I feel the knowledge I gained from this book will give me an edge because now I know more about the approach. Read it when you have quiet time, you have to consintrate to follow and not have to re-read.

"A must reading for sales & marketing professionals", A few books were recently published which introduced the concept of six sigma to improving sales and marketing. At first I was skeptical about applying six sigma principles to these particular business functions. I, too, suspected that it is probably the latest fashion, the latest flavor of the month, but after reading this book I believe that some of the six sigma tools can indeed be usefully applied to marketing and sales processes.

The author, a black belt practitioner, argues that both sales and marketing functions must be examined as processes desperately in need of improvement. He pleads for the two functions to end their traditional "silo" mentality and "us/them" behavior; showing that six sigma tools can bring marketing and salespeople together and enable them to collaborate as one team.

Mr. Webb urges the use of the five Six Sigma steps (DMAIC), along with tools such as process maps, process measurement charts, fishbone diagrams, SIPOC diagrams, and so on--all of which help in finding (marketing), winning (sales), and keeping (customer service) existing and new customers. According to the author's website, process improvement techniques can also greatly alleviate some of the following typical problems facing marketing and sales:

- Developing and launching products that are not successful in the market because they fail to address real customer needs.
- Advertising and "brand awareness" campaigns that create no measurable customer response.
- Marketing campaigns and trade shows that generate large numbers of "leads" that do not get followed up by salespeople, and are not qualified prospects in any case.
- Salespeople chasing "anything that moves" in their territory, thus spending time selling to the wrong prospects.
- Proposal-generating activities that do not get customers to buy.
- Servicing repetitive customer complaints that could be eliminated if the product were improved, yet that information never makes its way into the requirements for new products. (Source: [...]).

There are two minor criticisms of the book: First, it tends to be too lengthy and repetitive, in fact it probably will not lose any of its main themes or messages if it is condensed to around 200 pages.
Second, most of the case studies cited in the book come from smaller companies. Although the cover of the book mentions that the author worked with large international companies such as American Express, 3M, and Marriott, the only six sigma case study from an international organization came from HSBC USA, whose managing director (a former GE executive) led the six sigma efforts at this bank.


"The Art and Science of Selling", Traditionally, sales people and sales executives have been suspicious of six sigma and other quality process tools and approaches for several reasons. First, they don't really understand them, at least not well enough to discern what does and doesn't apply to thier world. This means they deal in broad assumptions and symbols. They are left to interpret thier own limited experience or exposure to six sigma thinking and struggle to see how it will help them sell more effectively. Second,they are skeptical, and rightly so, about the ability of many quality or process experts to apply these principles and tools it in a way that works for them and for thier customers. Too often, the projects selected have been focused on "cost" issues or "waste" without getting at the heart of the matter - improving real sales results. Third, underlying all of this is a fear that the art of selling; the social intelligence, and communication/persuasive skills that remain essential to success, will get lost or under-valued. In short,they know that effective selling is both art and science and while they may over emphasize the art, they worry that the art will be over looked or misunderstood by the process experts.

This is the challenge Mike Webb has taken on in writing Sales and Marketing the Six Sigma Way. Webb is one of the few people who seem to truly understand not only the importance of both art and science in selling, but, more importantly, how they must be integrated for success. His book is the first I have seen that moves beyond the "it works everywhere else, why not in sales and marketing?" attitude toward a true integration of the art and science of selling.

"Shows an excellent path to growth in productivity, performance and profit.", Finally... a firm voice with quantified proof that six sigma applies to every business process, including sales. Too many sales executives take a quick glimpse at the methodology, see the mathematics and conclude that it only applies to manufacturing or other more "tangible" functions. They miss what might be the single greatest opportunity for driving growth in productivity, performance and profit.

My own company has worked with many firms on measuring the quality of their sales funnels. Our analysis shows that the average rep's pipeline scores less than zero on a six sigma scale. One of our clients, an industrial distributor, calculates that "getting our funnel to zero sigma would result in at least a three-fold increase in sales."

Applying Mike Webb's approach is a "must do." As he correctly points out, a sales team need only learn the basics of six sigma. While injecting accountability and additional discipline is necessary, developing a corps of black belts is not. As a sales leader, you owe it to yourself and your team to read this book and get started on implementing its message.