Six sigma in customer satisfaction

14
Six Sigma In Customer Satisfaction V.Saravanan MBA I Year Anna University - Coimbatore

description

 

Transcript of Six sigma in customer satisfaction

Page 1: Six sigma in customer satisfaction

Six Sigma In Customer Satisfaction

V.Saravanan

MBA I Year

Anna University - Coimbatore

Page 2: Six sigma in customer satisfaction

“IF PRACTISE MAKES PERFECT THEN PRACTICING SIX SIGMA

LEADS TO VIRTUAL PERFECTION”

- Anonymous

Six Sigma In Customer Satisfaction

Page 3: 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

Page 4: Six sigma in customer satisfaction

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

Page 5: Six sigma in customer satisfaction

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

Page 6: Six sigma in customer 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.

Page 7: Six sigma in customer satisfaction

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

Page 8: Six sigma in customer satisfaction

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)

Page 9: Six sigma in customer satisfaction

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

Page 10: Six sigma in customer satisfaction

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.

Page 11: Six sigma in customer satisfaction

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.

Page 12: Six sigma in customer satisfaction

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.

Page 13: Six sigma in customer satisfaction

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.

Page 14: Six sigma in customer satisfaction