During the identification of the scope of an internal process project, it is important that the Six Sigma implementation does not interfere with what the actual customer requirements are. While Six Sigma training uses tools to measure customer needs and expectations, the assurance that customer's needs are met is imperative.
Voice of the customer tools, VOC, guarantees that the improvement of business processes actually reflects the customer needs. The customer needs are a top priority, and the definition of what improvements need to be made will directly impact customer satisfaction. VOC can not be based on what was perceived to be customers need in the past. The success of the Six Sigma program focuses on problems newly identified by gathering of new data mined from customer comments, surveys and complaints. Once collected, the data is translated into statement form, with a defined plan as to how to measure success.
The VOP, voice of the process will be identified along with the VOC, and the areas where they are not aligned will be prioritized. Customer satisfaction is at the root of the Six Sigma process. Focusing on the measurement and elimination of defects is at the root of the Six Sigma discipline. By paying strong attention to the effectiveness and the efficiency of the processes is what ultimately leads to profitablity.
Any gaps between the customer requirements and the company's ability to deliver should not be overlooked. Any possibility to negotiate a positive solution should be considered. If the product isn't delivered on time, then the fulfillment of the customer's requirements mean nothing. And if an inferior product is delivered in a timely way, the customer is likely to have their needs fulfilled elsewyere. The Six Sigma training uses tools to define the problem, then measure and analyze the data before improving and controlling the methods.
Customer needs and requirements can change quickly, causing significant variations to increase. It is important that this fact not be ignored in order to avoid any long term problems. By anticipating customer requirements, the process can be proactively changed in order to maintain the processes as desired. The success of the Six Sigma implementation is dependent on an ongoing review of the customer satisfaction requirements. - 16747
Voice of the customer tools, VOC, guarantees that the improvement of business processes actually reflects the customer needs. The customer needs are a top priority, and the definition of what improvements need to be made will directly impact customer satisfaction. VOC can not be based on what was perceived to be customers need in the past. The success of the Six Sigma program focuses on problems newly identified by gathering of new data mined from customer comments, surveys and complaints. Once collected, the data is translated into statement form, with a defined plan as to how to measure success.
The VOP, voice of the process will be identified along with the VOC, and the areas where they are not aligned will be prioritized. Customer satisfaction is at the root of the Six Sigma process. Focusing on the measurement and elimination of defects is at the root of the Six Sigma discipline. By paying strong attention to the effectiveness and the efficiency of the processes is what ultimately leads to profitablity.
Any gaps between the customer requirements and the company's ability to deliver should not be overlooked. Any possibility to negotiate a positive solution should be considered. If the product isn't delivered on time, then the fulfillment of the customer's requirements mean nothing. And if an inferior product is delivered in a timely way, the customer is likely to have their needs fulfilled elsewyere. The Six Sigma training uses tools to define the problem, then measure and analyze the data before improving and controlling the methods.
Customer needs and requirements can change quickly, causing significant variations to increase. It is important that this fact not be ignored in order to avoid any long term problems. By anticipating customer requirements, the process can be proactively changed in order to maintain the processes as desired. The success of the Six Sigma implementation is dependent on an ongoing review of the customer satisfaction requirements. - 16747
