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How Can Six Sigma Improve Customer Satisfaction?

Six Sigma – iSixSigma Forums General Forums Methodology How Can Six Sigma Improve Customer Satisfaction?

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  • #55310

    Duza
    Participant

    How to apply six sigma to improve customer satisfaction

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    #199539

    Katie Barry
    Participant

    @Zengong – Have you searched our site? We have a whole section on voice of the customer – Methodology > VOC/Customer Focus: https://www.isixsigma.com/methodology/voc-customer-focus/

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    #202158

    steaphen
    Guest

    For better understanding

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    #202159

    Strayer
    Participant

    Well, that’s what it’s all about. Why else would define “defect” as a variance outside of customer specifications? But it is true that we sometimes find that customers aren’t as satisfied with improved quality as we think they should be. That’s usually because we’re trying to improve what we think they want, rather than what they actually want. Do some research on the Kano Model and Kano Analysis and you might get some insight.

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