Systems Thinking

Over the lst few months my current company's six sigma knowledge base has radically reduced. MBB's have left in droves and, following the installation of a new COO the interest in Six Sigma has waned in favour of 'Systems Thinking'. A business improvement tool which uses a bastardised version of the Toyota method of Lean to fit service industries. The issue is that whilst VOC and CTQ were always the key driver of the Six Sigma initiatives that were run, the consulantcy insists that the methodology does not have enough customer focus and has, by and large, cut the Six Sigma network out of the business improvement loop. The irony being that the new COO has been challenged to quantify what benefits the consultancy has brought to the company. This is proving difficult and they consider DMA as too management driven to be of vale.

Has anyone else had experience of 'Systems Thinking' for service industries and how do you consider it fits with 6s?