Motorola first introduced the Six Sigma method, based on TQM methodology  and it is probably the most well established BPI approach in terms of adherents and scholarly attention; it is more sophisticated than TQM in terms of conceiving and implementing improvements. The name ‘Six Sigma’ refers to the key matrix of measurement, namely, the allowed variation of six standard deviations away from the target value, that is, 3.4 errors per million operations . The Six Sigma method mainly focuses on achieving measurable and quantifiable total returns and provides various approaches for measuring and analysing business operational processes . Any operation with measurable parameters can apply these methods to determine inefficiencies and defects and, having identified the problem, can use appropriate methods and take steps to address the primary causes, to achieve further improvements . One of the related approaches is Design for Six Sigma (DFSS), designing Six Sigma quality level products, processes or services cost-effectively and efficiently, to meet the needs and expectations of customers and stakeholders . Another Six Sigma approach is ‘Define, Measure, Analyse, Improve, and Control’ (DMAIC), which provides a structured framework for improving process efficiency and quality and reducing errors . The Six Sigma method mainly targets organisations with large-scale production, process or service operations. However, its underlying principles can apply to small businesses, improving business process efficiency by implementing appropriate Six Sigma techniques applicable to a particular business process. The Six Sigma method is a measure of process performance with the goal of reducing errors and improving efficiency, by measuring various parameters. Having measured the current performance of the process, the goal of the Six Sigma approach becomes improving the process continuously to achieve the target levels. However, even if the target levels are not achieved within the set timeframes, the activities contributing to the continuous improvement will positively affect the business. Thus, the underlying principle that governs the Six Sigma method is a valuable tool for the small business, like Northwest, to implement business-process improvement through statistical analysis, using captured data to evaluate process performance and efficiency.