General Articles and Information
Asking the Right Questions is the Key to Data Collection
In the Measure phase of the Six Sigma DMAIC improvement methodology, data is collected and analyzed to provide a performance baseline for the process under study. Asking questions is one of the primary ways of collecting data, but there is an art to asking good questions. From Kathy Parker.
Customer Satisfaction: The Elusive Quarry
Highlighting the requirements of ISO 9001:2000 to customer satisfaction, this article discussed the importance of management leadership, effective data gathering, customer surveys, comment cards, field reports, analyzing customer complaints, customer awards and analyzing data. From Quality Digest.
Increasing Customer Interactions
Even the Internet economy requires customer interaction for quality purposes. Learn how to build productive customer relationships that help you offer higher quality products and services. From iSixSigma.
Is CRM The Six Sigma of The New Economy?
The Internet eliminates entry barriers to global markets and little differentiates your business from your competition. Will Baldrige, TQM and Six Sigma support your Internet business processes, or will new e-conomy tools, such as CRM, become a necessary tool for gathering and analyzing customer needs throughout the entire organization? From iSixSigma.
Is VOC Killing Innovation?
A discussion forum post asked the community whether VOC (Voice of the Customer) could potentially kill innovation because it won't let you be more creative than your customers. This question opened the floodgates to many thought-provoking answers and comments. From the iSixSigma Discussion Forum.
Know Your Customer
Only by using the appropriate information source can you begin to truly know your customer and understand your customer needs. Read about the possible information sources that are available that you may already have access to. From iSixSigma.
Language Data: The 'Other Data' of Six Sigma - Part 2 of 2 – Using Language Data
A number of useful ways exist for processing and using language data, among them pre-processing raw language data for specific uses, focusing on an efficient data sample and distilling the data for particular purposes. From David Hallowell.
Six Sigma for Sales: Truth About the Customers' Needs
A successful sales strategy is to determine what things have the greatest leverage, and focus scarce resources on them. One way to accomplish this is to close the gap between what customers value and what you provide using the Six Sigma methodology. From John Krupar and Six Sigma Academy.
The Voice of the Customer
Within quality function deployment, this article helps define the customer's expectations, voiced desires, and as yet unperceived turn-ons. From DRM Associates.
Understand and Quantify The Customer's View
The customers' view of the value your company provides is based on the quality of the combined package of product and service. So how do you -- as the Quality professional -- provide management with a tool to benchmark the operational performance and monitor the customer satisfaction of your organization's ability to satisfy? The Customer View Score may be what you need. From iSixSigma.
Voice of Customer Analysis
A modern system of front-end QFD tools, with a case study summary. From Glenn Mazur.
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