Six Sigma-customer angle

Serving customers and making them happy one hundred per cent of the time is tricky business. Six Sigma provides business owners with many valuable tools for measuring the relationship between customer and company. In order to be successful, companies must establish a positive relationship with customers, one that will want to make them continue to purchase the products or services offered by the company.

Six Sigma places the highest priority on customer data input which provides the much-needed insight into what the customers need and what he or she is thinking about the products or services that are already on the market as a measure of performance. The design team needs to understand the requirements of the customer and predict whether the existing) design meets customer expectations.

How is customer satisfaction ensured by Six Sigma?

Customer’s experience of defects and costs: Customers have a different perspective on quality and cost. The variation in satisfaction levels across different market segments and regions needs to be analysed. In Six Sigma, customer input, however, scattered it may be, when analysed can be categorized making way for an in-depth understanding of company goals.

Product Relevance: The relevance of any product to the customer stems from its utility, cost and quality. A robust design is not just strong but simple, flexible and idiot-proof. It consistently produces a high level of performance despite huge variations in manufacturing and customer needs. Anything not adding value will not get customer attention.

Engaging the customers: Today’s customers are very choosy when they are planning to buy a product or service. Six Sigma works to make things clear to the customers by sharpening the cutting edge (value) that customers are looking for in a product or service. Companies like Motorola, who implemented Six Sigma, go beyond product development and profits in their commitment to customers. In addition to their regular helpline, they have established another line dedicated to this purpose. Customers can use this line of communication for more detailed questions relating to either product or service and track the status of their original question.

Adjusting process quality to meet the requirements of the customers: The need for adjusting the process capability is basically considered in DMAIC, without putting a significant burden on the cost. This begins with an estimation of financial impact, feasibility studies of the technicalities involved and market uptake. The outcome of these studies will guide any process adjustments.

Controlling process variation: The uncertainties of processing are the variation that needs to be tackled as a critical step in achieving the 3.4 defect threshold. Uncertainties arise mainly due to a huge number of key elements in a process, outdated process steps and lack of control. Variability surrounding a product or process can be rooted out in the design and analytical stages.

Nowadays, all business activities are customer-centric. Even the best product may not sell if it possesses useless value for the customers. So, if you want to enhance the customer satisfaction rate, then you must adopt Six Sigma methodologies in this steep competitive era.