1. In Great Expectations, Failed Promises, Fast Company, 5/20/01, several CEOs of successful firms discuss what customers want from online businesses and what these businesses will need to do to adapt or fail.

2. For GE's six sigma effort, former CEO Jack Welch was a champion, but in Quality Isn't Just for Widgets, Business Week, July 22, 2002, we see other applications for six sigma.

3. Extending quality tools from manufacturing to the service sector is a common phenomenon. In Six Sigma Sharpens Services, Quality Digest, May, 2004, Six Sigma applications in the financial and telecom industries are discussed.

4. Autos: A new Industry, Business Week, July 15, 2002 The article discusses the shift of the US auto industry into a network of foreign-owned plants.