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Out-of-stock Project

Six Sigma – iSixSigma Forums General Forums Tools & Templates Out-of-stock Project

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  • #54198

    Kenneth Jennings
    Participant

    1st project looking for advice and help

    What is the best way to measure customer dissatisfaction and add cost to it?

    I’m thinking of using a customer survey. Also I do have access to the customers buying info and I’m thinking of looking at their order trends before out of stock and after out of stock to determine if they went to a competitor?

    any help on this would be great . Thanks in advance

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    #194177

    Ken,

    Six sigma is about becoming more effective and efficinet. Effectiveness is a measure of how well you meet and exceed customer requirements. Efficinecy is measured by Time, Cost, Labor, Value, etc. Customer Dissatisfaction is an effectiveness measure beacause it is showing you how well you met or did not meet their expectations. If you want add cost to the project, drill down to see why customer are dissatisfied and you may find an efficiency measure (OTD, order fulfillment,etc). Also, don’t forget if you did a SIPOC diagram, the Process step in SIPOC will have an efficincy measure. You have to find what step has the most inefficiency.

    Hope this helps,
    Ben

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    #194181

    Chris Seider
    Participant

    Your financial ad hoc team member should be trying to estimate this cost. Focus on improving the out of stock problem. I hope you have a good metric to determine you’ve made an impact on your project.

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    #194183

    Kenneth Jennings
    Participant

    Ben and Chris thanks for the feedback.

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