Six sigma in customer satisfaction
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Transcript of Six sigma in customer satisfaction
Six Sigma In Customer Satisfaction
V.Saravanan
MBA I Year
Anna University - Coimbatore
“IF PRACTISE MAKES PERFECT THEN PRACTICING SIX SIGMA
LEADS TO VIRTUAL PERFECTION”
- Anonymous
Six Sigma In Customer Satisfaction
SIX SIGMA
Six Sigma aims to maximize customer satisfaction and Minimize defects.
Purpose of increasing customer satisfaction through six sigma can be made with a base of these two concepts
- Ethnography-branch of anthropology that involves trying to understand how people live their lives & context in which customers would use a new product and the meaning that product might hold in their lives
- Self Actualization(Fullfillment) The motivation to realize one's own maximum potential & it is the final need
Different Terminology Different Ideology-Gap
Six Sigma is about Management by facts
Six Sigma Need Emotion to make virtual Perfection
Six Sigma Can be reshaped
Six Sigma is a Standard Principle to Changing minds
Customer Satisfaction is an Management by Emotion
Customer Satisfaction Need Visible facts to satisfy Emotion
Customer Satisfaction is a fixed phenomenon to an Individual
Customer Satisfaction is Changeable For an Standard Cause
SIX SIGMA – TOOL TO PACIFY ETHNOGRAPHY
Ethnography - an wonderful tool to get optimum enhancement in technology based on customers point .
Six sigma - conceptualization should be made based on the customer needs
Ethnography Survey, A proper and extended survey amidst employees and the customer should be taken first eg: Xerox & Intel
Ethnography - Bridging phenomenon of science and satisfaction
Six Sigma - To glorify psychological experience
Six Sigma is an morale Emphasizing Self Actualization-Fulfillment
The Customer offers an individual effect whereas customer delight deploys synergistic effect
Customer loyalty are the best predictors of customer retention
The customer is always number one,To Retain there is need of oneness.
Expectation From Six Sigma In Library Management
“Great Readers Of Today are Great Leaders Of Tomorrow”
Role of LIS is pivotal in Enlightening Society.Purpose of Information Management In Informative Era Has to be Done in 360 degree perspective.
Six Sigma - LIS
One Stop Information Centre. Incorporation of E-Libraries
Quality Maximization Rather Quantity .Based on student
Requirements (Ethnography)
Updating Students available Books.Technology Implementation
like Mails & sms alerts on new arrivals of journals &Magazines(Fullfillment)
Since Every books are for use
By Doing So……
Book Auditing Will be in place
Information Fulfillment Leads to maximum resource utilization
By sending Email alerts and sms , customers data will be in place
Book tracking can be Made easy with customer data in place
Conscious customers don’t do mischievous or irrelevant act (That Can Be restricted)
Case Analysis -Service Sector
Customer Satisfaction A Mantra to Prospect:
Dabbawala’s of Mumbai - Supply chain, Scientific Factor was redefined to satisfy the human Self actualization part of having Home Made Food.
The Key learning from the dabbawala They not mastered the science of
appetizer.
They are not getting into technology part of the customer
What they done is to full fill self actualization needs , More increasingly they satisfied
Forbes conferred - six sigma quality On Dabbawala
Delighted Customers by indirect benefits: Service at affordable price Reduces the family expenses by offering home food at
time, Thus reduces the chance of
Taking food at hotels & restaurants.
They are indirectly taking part in Health factor of an individual by catering Home food.
House Wives Got Relief From Morning Stress of preparing the lunch.
Case Analysis- Manufacturing Sector
“Focusing on the customer, not the product ’’ - Jane
Erwin• Ford Motor Company Was the first automotive company
to practice Six Sigma In its operation• Ford Started sixsigma practices since 2000.• Ford achieved savings of more than $1 billion dollar• Ford Audacious in vision of Customer Satisfaction Ford applied Many Redefined Process In operation like
Data analysis Like FIRST(Fast Interactive Replacement Tool)
In ford Customer Satisfaction Started from the internal customers, Engineers are facilitated to perform things easier never before.
Ford-Self Actualization
Ford – Built for the Road Ahead: Moreover Ford also Ensures Owner pride.
Design Delivered by the Ford Signifies Dignity
Compliance Developed by Ford Motors Ensures Satisfaction
Service Provided makes the customer intact
Improved customer centric technology encouraged customer base.
To Bridge Gap - Ethnography and self actualization
Six Sigma is set to Delight Customer Rather Than Excel Technology.
Six Sigma Is Based On Emotional Value Of Customers Than to Staircase Perfection.
Six Sigma is Meant for Customer not for Organization, A dual Effect Scenario.
Six Sigma Has To Be Flexible For Customer Expectations.
Six Sigma should Be boundless to Enhance Customers Delight Based on both psychology and Technology base.