Develop Processes to Link Six Sigma Initiatives with Customer Satisfaction
GE's customer satisfaction measurement process is a key Six Sigma tool.
Customer satisfaction is measured on a scale of 1 to 5 through interviews that
focus on the CTQs (critical to quality criteria). Other measures of the
program include:
· Cost of Quality - consisting of the cost of testing, rework,
scrapping, guarantee and concessions
· Internal Performance- calculation of all defects generated by the
company's processes — both production and transaction
· Quality of Suppliers - compliance with technical specifications and
respect for delivery dates
· Design for Six Sigma - ensures that all new product designs are
intrinsically oriented to fulfill Six Sigma requirements
CTQ is a vital aspect of Six Sigma. From the customer's standpoint, what
characteristics are critical to improving quality? CTQ tackles this problem by
giving priority to the customer's main points of dissatisfaction. Once the CTQ
is identified, the project team starts the four phases of the Six Sigma cycle —
Measure, Analyze, Improve, and Control.
To achieve effective, constant reduction in defects, the Six Sigma method is
based on a progressive and systematic revision of the company's main processes,
acting according to proactive criteria focused on root causes rather than
problem effects ...
Business Operations > Benchmarking and Quality > Quality > Six Sigma > Program Content
Industries Profiled:
Electronics; Manufacturing; Telecommunications
Companies Profiled:
General Electric; Motorola
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