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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. VOC, voice of the customer tools, insures that the business process improvement reflects the customer needs. The Six Sigma certification process makes customer focus a top priority by defining improvements by the impact of customer satisfaction. The VOC cannot be based on past assumptions of the customers needs. The Six Sigma program focuses on problems identified by the continuous gathering of data mined from customer complaints, comments, and surveys to define what the customer really wants. That data is then translated into a requirement statement, with specific wording 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. If there is a gap between customer requirements and business ability to deliver, don't eliminate the any possibility that exists to negotiate a feasible requirement. Fulfilling the customers product specifications means nothing if the product has not been delivered on time, just as a timely delivery of substandard product will cause the customer to fulfill needs elsewhere. Six Sigma training offers tools to define the problem, measure customer satisfaction, analyze the root causes of dissatisfaction, improve the process and control the methods. Prioritize customer requirements by identifying basic requirements, or the minimum expectations of the customer. Next, variable requirements incorporate expanding on the basic requirements of the customers needs with greater specificity by identifying core competitive requirements for customer satisfaction. And finally, latent requirements are those value added features that exceed stated customer needs but can reinforce the companys status as the preferred vendor. 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.
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Current statistics show that companies pay up to $15,000 more for employees who have completed the Six Sigma black belt training. The specialists at the highly regarded www.SixSigmaOnline.org can help answer your questions about getting your Six Sigma certification.
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