Customer satisfaction measurement and analysis using six sigma

Abstract

Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects. Presents a case study to illustrate how the concept of zero defects, measured by six sigma, can be applied to customer satisfaction measurement and to examine the impact of customer expectations on the company’s strategies for improving satisfaction. The information presented is based on actual studies conducted for a high‐tech manufacturing company in the USA during 1991 and 1992. The performance and expectations values and some of the attributes have been altered for reasons of confidentiality.

Effect of technological intensity on the relationships among Six Sigma design, electronic-business, and competitive advantage: A dynamic capabilities model study

“…Before Motorola benchmarked against world-class Japanese electronics corporations in the mid-1980s, the overall product error rate was approximately bfour sigmaQ (6200 defects per million opportunities, DPMO), as opposed to about bsix sigmaQ (3.4 DPMO) at those Japanese companies (Behara, Fontenot, & Gresham, 1995). Training employees in Six Sigma methods and initiating process improvement projects improved Motorola's product quality to about five sigma (233 DPMO) by 1993 (Donlon, 1993).…”

Six Sigma performance for non-normal processes

“…Behara et al (1995) presented a case study to illustrate how the concept of zero defects, as measured by Six Sigma, can be applied to the measurement of customer satisfaction and to examine the impact of customer expectations on the company's strategies for improving satisfaction. The information presented is based on actual studies conducted for a high-tech manufacturing company.…”

Análise da utilização de técnicas e ferramentas no programa Seis Sigma a partir de um levantamento tipo survey

“…A habilidade da organização em atender a essa expectativa está intimamente ligada à variação de seus processos (refere-se a qualquer tipo de processo, abrangendo tanto administrativos ou transacionais, como os de serviços, vendas e manufatura), como destacado por Behara et al (1995 O presente trabalho tem como um de seus objetivos confrontar os aspectos descritos na literatura com dados empíricos, advindos de empresas que adotam o Programa Seis Sigma no país, com o intuito de realizar uma inter-relação entre os elementos teóricos e os elementos empíricos, sendo que para isso foi conduzido um levantamento tipo survey, pormenorizado a seguir. Já o presente estudo foi desenvolvido a partir de um levantamento cujo objetivo foi quantificar uma série de práticas relativas à adoção do Programa Seis Sigma, dentre as quais, evidenciar a utilização de técnicas e ferramentas como apoio ao programa.…”