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Measuring the customer experience…

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  • #30213

    jjlees
    Participant

    Greetings,
    In measuring the customer experience where the number of opportunities for defects is not fixed (i.e., you have simple and complex transactions), would it be best to sum opportunities across transactions (thus each aspect of every customers’ interaction is equal) or to score each transaction then average the scores (thus simple and complex have equal weight)?
    Associated references would be great!
    Background: we are proposing the former, and the client’s statistics group is recommending the latter.  There are further underlying mathematical issues, but it essentially boils down to the philosophical question above.
    Thanks,
    John

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    #78460

    Ron
    Member

    In a transactional world the customer does not see the average they see every defect as an issue therefore I would consider every defect a defective.
     

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    #78572

    Manu
    Participant

    dear john
    sorry
    I am not suggesting u anything regarding above subject rather seeking help from u.
    sir i m working as engineer in marketing and product application deptt. in copmany which manufacturs  Drill bits for PCB and precision mechanics.
    sir my querry is how can i use six sigma projects in MARKETING and do u have any case study .
    so that i can enhance market value and add unique selling procedure of my product.
    i hope u will kindly help.
    regds
    manu
     
    i

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    #78579

    Ron
    Member

    Six sigma can be utilized anywhere there is a process. First define your process i.e. the process of marketing.
    Obtain VOC data, what are your customers saying about your products?
    Usually understanding this gives you direction in which to go forward. i.e. if your customers say you cost to much, then you need to collect data that will help you lower costs while maintaing profit levels. etc.
     

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