CUSTOMER SATISFACTION

Customer Satisfaction

Abstract

Six-Sigma is a strategy used within business to manage quality. It is applied across many sectors. It aims to reduce the amount of defects that occur in products. By reducing this variability in the output of produced items, cost can be reduced or profit increased. Defect elimination is an inherently sustainable goal, as defective products result in wasted resources, wasted energy, and wasted labor. While Six Sigma has now entered the common language in certain business and manufacturing circles, “Six Sigma” is registered by Motorola, Inc., as a trademark. Originally implemented by Motorola as a statistically based way of improving the defect rate in the manufacturing of electronic devices, Six Sigma has now become widely recognized throughout a variety of industry sectors. In this paper we try to focus on the relationship of cost of poor quality to defects and customer satisfaction.

Table of Contents

Abstractii

Introduction1

Thesis Statement1

Background2

Quality Measurement2

Quality Awareness2

History and Culture of Six-Sigma2

Methodology3

Discussion3

Practical Impact of Process Capability of Quality6

Six Sigma and Sustainability7

Six-Sigma Hierarchy7

Six Sigma Methodologies8

Conclusion9

References10

Relationship of cost of poor quality to defects and customer satisfaction

Introduction

Manufactured products have specifications that must be met in order for the product to be considered functional and useful. A product needs to fulfill a number of criteria that can often be defined numerically; for example, a nut needs a certain internal diameter and thread in order to securely fix onto a bolt. In statistics, if the “mean” represents the desired specification and the nearest specification limit can be defined as six standard deviations from the mean, then virtually all manufactured products will fit within this spectrum of quality and be considered acceptable. Any process that is said to operate with Six Sigma quality will produce a defect level of less than 3.4 defects per million opportunities. Any quality management approach assumes that a cultural change can be achieved within the organization and commitment to achieving quality management can be gained from employees at all levels of the organization including top management (Brussee, 2004).

Thesis Statement

Attacking high cost of quality opportunities reduces costs, defects, and errors and significantly increases customer satisfaction. A cost of quality analysis helps prioritize the opportunities for improvement.

Background

Quality Measurement

Basic quality measurement data should come from the reports of the department of quality control. It is possible to arrive at error rates by comparing the error data with the input data. Quality measurement is effective only when it is presented in a manner which People can understand and use. Trend charts, posted in the department on a weekly or monthly basis, will show the running status of the department. Administration can use them to determine improvement.

Quality Awareness

The idea of quality awareness is to bring personnel close to the need for improvement and prepare them for the essential commitment to a zero-defect programme. Regular meetings between management and employees to discuss specific quality problems with an aim to resolve them help, workers and their supervisor, the supervisor and departmental head should meet cm a regular ...