One way to try to persuade managers and leaders of the value of great CX/UX people and work is to look at internal and external costs of poor quality. Yes, releasing garbage and guesses to our customers is risky and can lose time, money, and customer happiness. Today we're talking to Deborah Gill-Hesselgrave about Lean Six Sigma's "Cost of Poor Quality" model.

From Deborah:

Here are the two books I wanted to share with your audience:

• What is Lean Six  Sigma?, by Mike George, Dave Rowlands, & Bill Kastle – 2004, McGraw-Hill
• Lean Six Sigma Pocket Toolbook, by Michael L. George, David Rowlands, Mark Price, John Maxey – 2005, McGraw-Hill

Two more that I have found useful over the years are:

• Design for Six Sigma, by Greg Brue and Robert G. Launsby, 2003, McGraw-Hill
• Statistics for Six Sigma Made Easy!, by Warren Brussee – 2004, McGraw-Hill