When assessing the outcomes of Six Sigma projects, which of the following is most critical?

Improvement in customer satisfaction is indeed the most critical outcome when assessing the results of Six Sigma projects. This approach focuses on enhancing quality and reducing defects in processes, with the ultimate goal of delivering better value to customers. By improving customer satisfaction, organizations not only align their processes with customer needs but also foster loyalty, which can lead to increased revenue and market share.

In a Six Sigma framework, the voice of the customer is a key component that drives project initiatives. When an organization successfully implements changes that result in happier customers, it signifies that the processes are yielding high-quality products or services that meet or exceed customer expectations.

While reduction of operational costs, increased employee morale, and documentation of process changes are important factors in the effectiveness and sustainability of a Six Sigma project, they primarily serve as means to the end goal of satisfying the customer. Ultimately, the success of any improvement project is best measured by its impact on the customer experience.