Six Sigma originated in the 1980s at Motorola to improve quality standards. It aims to reduce defects to 3.4 per million opportunities through a DMAIC process of define, measure, analyze, improve, and control. Six Sigma statistical tools help analyze processes, identify root causes of defects, and design improvements. Implementing a customer satisfaction metric involves understanding customers, measuring satisfaction across an organization using frameworks like SERVQUAL, and collecting the voice of the customer.