Applying Six Sigma and DMAIC to diversity initiatives

Metrics are central to gauging the success of any business endeavor. Metrics can also be used in determining the effectiveness of diversity initiatives, such as ameliorating racial and ethnic disparities in care or recruiting and retaining a diverse workforce. Research on diversity's impact reveals that its effect is heavily dependent on the organizational context, including business strategy, human resource practices, culture and climate, and leadership. Bank of America, which ranked number one on DiversityInc's Top 50 Companies for Diversity in 2007, is one of a handful of high performers that use Six Sigma and its five-step DMAIC (define, measure, analyze, improve, control) process to assess the impact of its diversity initiatives. Although Six Sigma and DMAIC are most often associated with the manufacturing sector, they can be used effectively to improve an organization's diversity strategies and management. By committing to the use of metrics and with continuous improvement, targets for high-quality care and goals of equitable treatment of all patients and employees can be reached.