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Six sigma in customer satisfaction


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Six sigma in customer satisfaction

  1. 1. Six Sigma In Customer Satisfaction V.Saravanan MBA I Year Anna University - Coimbatore
  3. 3. SIX SIGMA <ul><li>Six Sigma aims to maximize customer satisfaction and Minimize defects. </li></ul><ul><li>Purpose of increasing customer satisfaction through six sigma can be made with a base of these two concepts </li></ul><ul><li>- Ethnography -branch of anthropology that involves trying to understand how people live their lives & context in which customers would use a new product and the meaning that product might hold in their lives </li></ul><ul><li>- Self Actualization(Fullfillment) The motivation to realize one's own maximum potential & it is the final need </li></ul>
  4. 4. Different Terminology Different Ideology-Gap <ul><li>Six Sigma is about Management by facts </li></ul><ul><li>Six Sigma Need Emotion to make virtual Perfection </li></ul><ul><li>Six Sigma Can be reshaped </li></ul><ul><li>Six Sigma is a Standard Principle to Changing minds </li></ul><ul><li>Customer Satisfaction is an Management by Emotion </li></ul><ul><li>Customer Satisfaction Need Visible facts to satisfy Emotion </li></ul><ul><li>Customer Satisfaction is a fixed phenomenon to an Individual </li></ul><ul><li>Customer Satisfaction is Changeable For an Standard Cause </li></ul>
  5. 5. SIX SIGMA – TOOL TO PACIFY ETHNOGRAPHY <ul><li>Ethnography - an wonderful tool to get optimum enhancement in technology based on customers point . </li></ul><ul><li>Six sigma - conceptualization should be made based on the customer needs </li></ul><ul><li>Ethnography Survey, A proper and extended survey amidst employees and the customer should be taken first eg: Xerox & Intel </li></ul><ul><li>Ethnography - Bridging phenomenon of science and satisfaction </li></ul>
  6. 6. Six Sigma - To glorify psychological experience <ul><li>Six Sigma is an morale Emphasizing Self Actualization-Fulfillment </li></ul><ul><li>The Customer offers an individual effect whereas customer delight deploys synergistic effect </li></ul><ul><li>Customer loyalty are the best predictors of customer retention </li></ul><ul><li>The customer is always number one,To Retain there is need of oneness. </li></ul>
  7. 7. Expectation From Six Sigma In Library Management <ul><li>“ Great Readers Of Today are Great Leaders Of Tomorrow” </li></ul><ul><li>Role of LIS is pivotal in Enlightening Society. Purpose of Information Management In Informative Era Has to be Done in 360 degree perspective. </li></ul>Six Sigma - LIS One Stop Information Centre. Incorporation of E-Libraries Quality Maximization Rather Quantity .Based on student Requirements (Ethnography) Updating Students available Books.Technology Implementation like Mails & sms alerts on new arrivals of journals & Magazines(Fullfillment) Since Every books are for use
  8. 8. By Doing So…… <ul><li>Book Auditing Will be in place </li></ul><ul><li>Information Fulfillment Leads to maximum resource utilization </li></ul><ul><li>By sending Email alerts and sms , customers data will be in place </li></ul><ul><li>Book tracking can be Made easy with customer data in place </li></ul><ul><li>Conscious customers don’t do mischievous or irrelevant act (That Can Be restricted) </li></ul>
  9. 9. Case Analysis -Service Sector <ul><li>Customer Satisfaction A Mantra to Prospect: </li></ul><ul><li>Dabbawala’s of Mumbai - Supply chain, Scientific Factor was redefined to satisfy the human Self actualization part of having Home Made Food. </li></ul><ul><li>The Key learning from the dabbawala </li></ul><ul><li>They not mastered the science of appetizer. </li></ul><ul><li>They are not getting into technology part of the customer </li></ul><ul><li>What they done is to full fill self actualization needs , More increasingly they satisfied </li></ul>
  10. 10. Forbes conferred - six sigma quality On Dabbawala <ul><li>Delighted Customers by indirect benefits: </li></ul><ul><li>  </li></ul><ul><li>Service at affordable price </li></ul><ul><li>  </li></ul><ul><li>Reduces the family expenses by offering home food at time, Thus reduces the chance of </li></ul><ul><li>Taking food at hotels & restaurants. </li></ul><ul><li>They are indirectly taking part in Health factor of an individual by catering Home food. </li></ul><ul><li>House Wives Got Relief From Morning Stress of preparing the lunch. </li></ul>
  11. 11. Case Analysis- Manufacturing Sector <ul><li>“ Focusing on the customer, not the product ’’ </li></ul><ul><li>- Jane Erwin </li></ul><ul><li>Ford Motor Company Was the first automotive company to practice Six Sigma In its operation </li></ul><ul><li>Ford Started sixsigma practices since 2000. </li></ul><ul><li>Ford achieved savings of more than $1 billion dollar </li></ul><ul><li>Ford Audacious in vision of Customer Satisfaction </li></ul><ul><li>Ford applied Many Redefined Process In operation like Data analysis Like FIRST(Fast Interactive Replacement Tool) </li></ul><ul><li>In ford Customer Satisfaction Started from the internal customers, Engineers are facilitated to perform things easier never before. </li></ul>
  12. 12. Ford-Self Actualization <ul><li>Ford – Built for the Road Ahead: Moreover Ford also Ensures Owner pride. </li></ul><ul><li>Design Delivered by the Ford Signifies Dignity </li></ul><ul><li>Compliance Developed by Ford Motors Ensures Satisfaction </li></ul><ul><li>  Service Provided makes the customer intact </li></ul><ul><li>Improved customer centric technology encouraged customer base. </li></ul>
  13. 13. To Bridge Gap - Ethnography and self actualization <ul><li>Six Sigma is set to Delight Customer Rather Than Excel Technology. </li></ul><ul><li>Six Sigma Is Based On Emotional Value Of Customers Than to Staircase Perfection. </li></ul><ul><li>Six Sigma is Meant for Customer not for Organization, A dual Effect Scenario. </li></ul><ul><li>Six Sigma Has To Be Flexible For Customer Expectations. </li></ul><ul><li>Six Sigma should Be boundless to Enhance Customers Delight Based on both psychology and Technology base. </li></ul>