SlideShare a Scribd company logo
What is Six Sigma
Structured and Analytical Business Improvement
Structure of Six Sigma
Structure of Six Sigma
Why ‘Six Sigma’
Why ‘Six Sigma’
Why ‘Six Sigma’
How Six Sigma Reduces Cost
Prevention Costs
• Establishing Requirements
• Quality Planning
• Quality Assurance
• Training
Appraisal Costs
• Verification
• Audits
• Supplier Approval
Internal Failure Costs
• Waste
• Scrap
• Rework
• Failure analysis
External Failure Costs
• Repairs and Servicing
• Warranty Claims
• Complaints
• Returns
Cost of Quality
How Six Sigma Reduces Cost
How Six Sigma Reduces Cost
How Six Sigma Increases Customer Satisfaction
How Six Sigma Increases Customer Satisfaction
Voice of the Customer – Reactive:-
• Customer complaints and service calls
• Technical support calls
• Claims, credits, contested payments
• Product returns
• Problem or service hotlines
• Sales reporting
• Warranty claims
• Webpage activity
Voice of the Customer – Proactive:-
• Direct customer observation
• Interviews
• Focus groups
• Surveys
• Comment cards
• Data gathering during sales visits or calls
• Market research, market monitoring
• Benchmarking
How Six Sigma Increases Customer Satisfaction
Summary
• Six Sigma is a methodology based on established quality management practices.
• Six Sigma enforces a methodological and analytical approach to process
improvement.
• Six Sigma includes statistical tools but is not just statistical tools.
• Six Sigma focusses on variance reduction with a cost benefit focus.
• Whilst the DMAIC method should be followed, tools and approaches can be
adapted to suit the organisation.
• Six Sigma requires organisational commitment, structure, responsibilities and
training.
• Six Sigma reduces costs and improves customer satisfaction by improving the
quality of process outputs focussed on the needs and expectations of the
customer.
Six Sigma
Training Courses
• Six Sigma Yellow Belt
• Six Sigma Green Belt
Exam and certification fees are included in the training price.
https://pecb.com/en/education-and-certification-for-individuals/six-sigma
THANK YOU
?
martin@mgxconsultants.com
www.mgxconsultants.com
linkedin.com/in/martin-greenaway-a5b4371

More Related Content

More from PECB

ISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital Transformation
ISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital TransformationISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital Transformation
ISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital Transformation
PECB
 
Managing ISO 31000 Framework in AI Systems - The EU ACT and other regulations
Managing ISO 31000 Framework in AI Systems - The EU ACT and other regulationsManaging ISO 31000 Framework in AI Systems - The EU ACT and other regulations
Managing ISO 31000 Framework in AI Systems - The EU ACT and other regulations
PECB
 
Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?
Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?
Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?
PECB
 
GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...
GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...
GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...
PECB
 
How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...
How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...
How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...
PECB
 
Student Information Session University KTMC
Student Information Session University KTMC Student Information Session University KTMC
Student Information Session University KTMC
PECB
 
ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...
ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...
ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...
PECB
 
Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...
Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...
Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...
PECB
 
Student Information Session University CREST ADVISORY AFRICA
Student Information Session University CREST ADVISORY AFRICA Student Information Session University CREST ADVISORY AFRICA
Student Information Session University CREST ADVISORY AFRICA
PECB
 
IT Governance and Information Security – How do they map?
IT Governance and Information Security – How do they map?IT Governance and Information Security – How do they map?
IT Governance and Information Security – How do they map?
PECB
 
Information Session University Egybyte.pptx
Information Session University Egybyte.pptxInformation Session University Egybyte.pptx
Information Session University Egybyte.pptx
PECB
 
Student Information Session University Digital Encode.pptx
Student Information Session University Digital Encode.pptxStudent Information Session University Digital Encode.pptx
Student Information Session University Digital Encode.pptx
PECB
 
Cybersecurity trends - What to expect in 2023
Cybersecurity trends - What to expect in 2023Cybersecurity trends - What to expect in 2023
Cybersecurity trends - What to expect in 2023
PECB
 
ISO 28000:2022 – Reduce risks and improve the security management system
ISO 28000:2022 – Reduce risks and improve the security management systemISO 28000:2022 – Reduce risks and improve the security management system
ISO 28000:2022 – Reduce risks and improve the security management system
PECB
 
ISO/IEC 27005:2022 – What are the changes?
ISO/IEC 27005:2022 – What are the changes?ISO/IEC 27005:2022 – What are the changes?
ISO/IEC 27005:2022 – What are the changes?
PECB
 
ISO/IEC 27001:2022 – What are the changes?
ISO/IEC 27001:2022 – What are the changes?ISO/IEC 27001:2022 – What are the changes?
ISO/IEC 27001:2022 – What are the changes?
PECB
 
ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...
ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...
ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...
PECB
 
ISO/IEC 27001 and ISO 22301: How do they map?
ISO/IEC 27001 and ISO 22301: How do they map?ISO/IEC 27001 and ISO 22301: How do they map?
ISO/IEC 27001 and ISO 22301: How do they map?
PECB
 
ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?
ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?
ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?
PECB
 
George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...
George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...
George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...
PECB
 

More from PECB (20)

ISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital Transformation
ISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital TransformationISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital Transformation
ISO/IEC 27001 and ISO/IEC 27032:2023 - Safeguarding Your Digital Transformation
 
Managing ISO 31000 Framework in AI Systems - The EU ACT and other regulations
Managing ISO 31000 Framework in AI Systems - The EU ACT and other regulationsManaging ISO 31000 Framework in AI Systems - The EU ACT and other regulations
Managing ISO 31000 Framework in AI Systems - The EU ACT and other regulations
 
Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?
Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?
Impact of Generative AI in Cybersecurity - How can ISO/IEC 27032 help?
 
GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...
GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...
GDPR and Data Protection: Ensure compliance and minimize the risk of penaltie...
 
How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...
How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...
How Can ISO/IEC 27001 Help Organizations Align With the EU Cybersecurity Regu...
 
Student Information Session University KTMC
Student Information Session University KTMC Student Information Session University KTMC
Student Information Session University KTMC
 
ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...
ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...
ISO/IEC 27001 and ISO 22301 - How to ensure business survival against cyber a...
 
Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...
Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...
Integrating ISO/IEC 27001 and ISO 31000 for Effective Information Security an...
 
Student Information Session University CREST ADVISORY AFRICA
Student Information Session University CREST ADVISORY AFRICA Student Information Session University CREST ADVISORY AFRICA
Student Information Session University CREST ADVISORY AFRICA
 
IT Governance and Information Security – How do they map?
IT Governance and Information Security – How do they map?IT Governance and Information Security – How do they map?
IT Governance and Information Security – How do they map?
 
Information Session University Egybyte.pptx
Information Session University Egybyte.pptxInformation Session University Egybyte.pptx
Information Session University Egybyte.pptx
 
Student Information Session University Digital Encode.pptx
Student Information Session University Digital Encode.pptxStudent Information Session University Digital Encode.pptx
Student Information Session University Digital Encode.pptx
 
Cybersecurity trends - What to expect in 2023
Cybersecurity trends - What to expect in 2023Cybersecurity trends - What to expect in 2023
Cybersecurity trends - What to expect in 2023
 
ISO 28000:2022 – Reduce risks and improve the security management system
ISO 28000:2022 – Reduce risks and improve the security management systemISO 28000:2022 – Reduce risks and improve the security management system
ISO 28000:2022 – Reduce risks and improve the security management system
 
ISO/IEC 27005:2022 – What are the changes?
ISO/IEC 27005:2022 – What are the changes?ISO/IEC 27005:2022 – What are the changes?
ISO/IEC 27005:2022 – What are the changes?
 
ISO/IEC 27001:2022 – What are the changes?
ISO/IEC 27001:2022 – What are the changes?ISO/IEC 27001:2022 – What are the changes?
ISO/IEC 27001:2022 – What are the changes?
 
ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...
ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...
ISO/IEC 27032 vs. ISO 31000 – How do they help towards Cybersecurity Risk Man...
 
ISO/IEC 27001 and ISO 22301: How do they map?
ISO/IEC 27001 and ISO 22301: How do they map?ISO/IEC 27001 and ISO 22301: How do they map?
ISO/IEC 27001 and ISO 22301: How do they map?
 
ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?
ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?
ISO/IEC 27001, Cybersecurity, and Risk Management: How to avoid data breaches?
 
George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...
George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...
George, Tony, Michael - PECB Webinar 27701 Data Protection Risk Management V1...
 

Recently uploaded

A Survey of Techniques for Maximizing LLM Performance.pptx
A Survey of Techniques for Maximizing LLM Performance.pptxA Survey of Techniques for Maximizing LLM Performance.pptx
A Survey of Techniques for Maximizing LLM Performance.pptx
thanhdowork
 
A Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in EducationA Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in Education
Peter Windle
 
Azure Interview Questions and Answers PDF By ScholarHat
Azure Interview Questions and Answers PDF By ScholarHatAzure Interview Questions and Answers PDF By ScholarHat
Azure Interview Questions and Answers PDF By ScholarHat
Scholarhat
 
Smart-Money for SMC traders good time and ICT
Smart-Money for SMC traders good time and ICTSmart-Money for SMC traders good time and ICT
Smart-Money for SMC traders good time and ICT
simonomuemu
 
Digital Artefact 1 - Tiny Home Environmental Design
Digital Artefact 1 - Tiny Home Environmental DesignDigital Artefact 1 - Tiny Home Environmental Design
Digital Artefact 1 - Tiny Home Environmental Design
amberjdewit93
 
Film vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movieFilm vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movie
Nicholas Montgomery
 
Assessment and Planning in Educational technology.pptx
Assessment and Planning in Educational technology.pptxAssessment and Planning in Educational technology.pptx
Assessment and Planning in Educational technology.pptx
Kavitha Krishnan
 
writing about opinions about Australia the movie
writing about opinions about Australia the moviewriting about opinions about Australia the movie
writing about opinions about Australia the movie
Nicholas Montgomery
 
Chapter 4 - Islamic Financial Institutions in Malaysia.pptx
Chapter 4 - Islamic Financial Institutions in Malaysia.pptxChapter 4 - Islamic Financial Institutions in Malaysia.pptx
Chapter 4 - Islamic Financial Institutions in Malaysia.pptx
Mohd Adib Abd Muin, Senior Lecturer at Universiti Utara Malaysia
 
Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...
Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...
Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...
National Information Standards Organization (NISO)
 
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptxC1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
mulvey2
 
The basics of sentences session 6pptx.pptx
The basics of sentences session 6pptx.pptxThe basics of sentences session 6pptx.pptx
The basics of sentences session 6pptx.pptx
heathfieldcps1
 
PIMS Job Advertisement 2024.pdf Islamabad
PIMS Job Advertisement 2024.pdf IslamabadPIMS Job Advertisement 2024.pdf Islamabad
PIMS Job Advertisement 2024.pdf Islamabad
AyyanKhan40
 
How to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRMHow to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRM
Celine George
 
South African Journal of Science: Writing with integrity workshop (2024)
South African Journal of Science: Writing with integrity workshop (2024)South African Journal of Science: Writing with integrity workshop (2024)
South African Journal of Science: Writing with integrity workshop (2024)
Academy of Science of South Africa
 
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdfবাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
eBook.com.bd (প্রয়োজনীয় বাংলা বই)
 
A Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdfA Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdf
Jean Carlos Nunes Paixão
 
Your Skill Boost Masterclass: Strategies for Effective Upskilling
Your Skill Boost Masterclass: Strategies for Effective UpskillingYour Skill Boost Masterclass: Strategies for Effective Upskilling
Your Skill Boost Masterclass: Strategies for Effective Upskilling
Excellence Foundation for South Sudan
 
Executive Directors Chat Leveraging AI for Diversity, Equity, and Inclusion
Executive Directors Chat  Leveraging AI for Diversity, Equity, and InclusionExecutive Directors Chat  Leveraging AI for Diversity, Equity, and Inclusion
Executive Directors Chat Leveraging AI for Diversity, Equity, and Inclusion
TechSoup
 
The Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collectionThe Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collection
Israel Genealogy Research Association
 

Recently uploaded (20)

A Survey of Techniques for Maximizing LLM Performance.pptx
A Survey of Techniques for Maximizing LLM Performance.pptxA Survey of Techniques for Maximizing LLM Performance.pptx
A Survey of Techniques for Maximizing LLM Performance.pptx
 
A Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in EducationA Strategic Approach: GenAI in Education
A Strategic Approach: GenAI in Education
 
Azure Interview Questions and Answers PDF By ScholarHat
Azure Interview Questions and Answers PDF By ScholarHatAzure Interview Questions and Answers PDF By ScholarHat
Azure Interview Questions and Answers PDF By ScholarHat
 
Smart-Money for SMC traders good time and ICT
Smart-Money for SMC traders good time and ICTSmart-Money for SMC traders good time and ICT
Smart-Money for SMC traders good time and ICT
 
Digital Artefact 1 - Tiny Home Environmental Design
Digital Artefact 1 - Tiny Home Environmental DesignDigital Artefact 1 - Tiny Home Environmental Design
Digital Artefact 1 - Tiny Home Environmental Design
 
Film vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movieFilm vocab for eal 3 students: Australia the movie
Film vocab for eal 3 students: Australia the movie
 
Assessment and Planning in Educational technology.pptx
Assessment and Planning in Educational technology.pptxAssessment and Planning in Educational technology.pptx
Assessment and Planning in Educational technology.pptx
 
writing about opinions about Australia the movie
writing about opinions about Australia the moviewriting about opinions about Australia the movie
writing about opinions about Australia the movie
 
Chapter 4 - Islamic Financial Institutions in Malaysia.pptx
Chapter 4 - Islamic Financial Institutions in Malaysia.pptxChapter 4 - Islamic Financial Institutions in Malaysia.pptx
Chapter 4 - Islamic Financial Institutions in Malaysia.pptx
 
Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...
Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...
Pollock and Snow "DEIA in the Scholarly Landscape, Session One: Setting Expec...
 
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptxC1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
 
The basics of sentences session 6pptx.pptx
The basics of sentences session 6pptx.pptxThe basics of sentences session 6pptx.pptx
The basics of sentences session 6pptx.pptx
 
PIMS Job Advertisement 2024.pdf Islamabad
PIMS Job Advertisement 2024.pdf IslamabadPIMS Job Advertisement 2024.pdf Islamabad
PIMS Job Advertisement 2024.pdf Islamabad
 
How to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRMHow to Manage Your Lost Opportunities in Odoo 17 CRM
How to Manage Your Lost Opportunities in Odoo 17 CRM
 
South African Journal of Science: Writing with integrity workshop (2024)
South African Journal of Science: Writing with integrity workshop (2024)South African Journal of Science: Writing with integrity workshop (2024)
South African Journal of Science: Writing with integrity workshop (2024)
 
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdfবাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
 
A Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdfA Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdf
 
Your Skill Boost Masterclass: Strategies for Effective Upskilling
Your Skill Boost Masterclass: Strategies for Effective UpskillingYour Skill Boost Masterclass: Strategies for Effective Upskilling
Your Skill Boost Masterclass: Strategies for Effective Upskilling
 
Executive Directors Chat Leveraging AI for Diversity, Equity, and Inclusion
Executive Directors Chat  Leveraging AI for Diversity, Equity, and InclusionExecutive Directors Chat  Leveraging AI for Diversity, Equity, and Inclusion
Executive Directors Chat Leveraging AI for Diversity, Equity, and Inclusion
 
The Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collectionThe Diamonds of 2023-2024 in the IGRA collection
The Diamonds of 2023-2024 in the IGRA collection
 

How Six Sigma Reduces Costs and Increases Customer Satisfaction

  • 1.
  • 2. What is Six Sigma Structured and Analytical Business Improvement
  • 8. How Six Sigma Reduces Cost Prevention Costs • Establishing Requirements • Quality Planning • Quality Assurance • Training Appraisal Costs • Verification • Audits • Supplier Approval Internal Failure Costs • Waste • Scrap • Rework • Failure analysis External Failure Costs • Repairs and Servicing • Warranty Claims • Complaints • Returns Cost of Quality
  • 9. How Six Sigma Reduces Cost
  • 10. How Six Sigma Reduces Cost
  • 11. How Six Sigma Increases Customer Satisfaction
  • 12. How Six Sigma Increases Customer Satisfaction Voice of the Customer – Reactive:- • Customer complaints and service calls • Technical support calls • Claims, credits, contested payments • Product returns • Problem or service hotlines • Sales reporting • Warranty claims • Webpage activity Voice of the Customer – Proactive:- • Direct customer observation • Interviews • Focus groups • Surveys • Comment cards • Data gathering during sales visits or calls • Market research, market monitoring • Benchmarking
  • 13. How Six Sigma Increases Customer Satisfaction
  • 14. Summary • Six Sigma is a methodology based on established quality management practices. • Six Sigma enforces a methodological and analytical approach to process improvement. • Six Sigma includes statistical tools but is not just statistical tools. • Six Sigma focusses on variance reduction with a cost benefit focus. • Whilst the DMAIC method should be followed, tools and approaches can be adapted to suit the organisation. • Six Sigma requires organisational commitment, structure, responsibilities and training. • Six Sigma reduces costs and improves customer satisfaction by improving the quality of process outputs focussed on the needs and expectations of the customer.
  • 15. Six Sigma Training Courses • Six Sigma Yellow Belt • Six Sigma Green Belt Exam and certification fees are included in the training price. https://pecb.com/en/education-and-certification-for-individuals/six-sigma