About This Chapter
Six Sigma & Customer Success - Chapter Summary
This chapter outlines how to carry out Six Sigma techniques such as critical-to-quality trees and the par level system. Lesson topics include:
- Quality function deployment
- Voice of the customer tools
- Analyzing the voice of the customer
- Critical-to-quality trees
- Par level system
To make sure employees are on the same page in regards to Six Sigma, these lessons provide techniques and strategies that are used in this type of methodology. Multiple-choice quizzes follow each lesson to affirm employees' understanding of these concepts, while a chapter test provides a more comprehensive assessment of the lesson topics.
How It Helps
- Encourages specific techniques: Employees who are aware of the techniques taught in this chapter will learn various ways to successfully use Six Sigma tools and possibly increase product and service quality.
- Promotes customer relations: Employees who are more in tune with their customers may help improve sales and customer satisfaction.
- Encourages teamwork: Employees who understand the lessons in this chapter could be able to work better with others because they will all be using the same techniques.
By the end of this chapter, employees will be able to do the following:
- Define Six Sigma
- Understand the benefits of quality function deployment
- Follow a template for quality function deployment
- Understand the tools used under voice of the customer
- Identify the research found on the voice of the customer
- Utilize the template for voice of the customer
- Outline critical-to-quality trees and their characteristics
- Examine the par level system
1. Six Sigma: House of Quality
This lesson examines the House of Quality that is often associated with Six Sigma. The House of Quality is a matrix that is used by organizations to determine if a particular product is meeting customer requirements.
2. Quality Function Deployment (QFD): Definition & Benefits
In order to get customers to keep coming back, you need to provide a product they want. This means focusing on customer satisfaction, which is the key to using quality function deployment. Come along as we learn more.
3. Quality Function Deployment (QFD): Example & Template
Have you ever felt like a business was reading your mind? Very likely, they were using customer feedback to build a Quality Function Deployment table. In this lesson, you'll learn more about the QFD template.
4. Six Sigma: Voice of the Customer
When we purchase products or services, we have expectations. In order to gain customers, companies need to figure out how to meet those expectations. We will learn how this happens in the following lesson.
5. Voice of the Customer: Definition & Tools
Companies are always looking for new ways to understand their customers. This lesson will define what the Voice of the Customer is and provide tools for using it.
6. Voice of the Customer: Research & Analysis
The Voice of the Customer is the key feedback mechanism that helps an organization address customer satisfaction issues. In this lesson, we review some tools and procedures that are employed to make good business decisions based on this feedback.
7. Voice of the Customer: Template & Examples
It is important for a company to know what their customers think and understanding their feelings. In this lesson, we will learn the process companies often use to address the needs of the customer.
8. Six Sigma: Critical-to-Quality (CTQ) Trees
Understanding what customers care about is one thing. Building it into your product or system is another. In this lesson, you'll learn how Critical-to-Quality Trees can help enhance customer service.
9. Critical-to-Quality: Definition & Characteristics
Critical-to-Quality describes the processes involved in providing customers with a positive product experience. In this lesson, you'll learn more about Critical-to-Quality components and characteristics.
10. Par Level: System & Definition
This lesson defines a PAR level inventory system and its importance to an organization. It also describes how the PAR system works and how businesses can use it to ensure they have the items they need when they need it.
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