During the identification of the scope of an internal process project, it is important that the Six Sigma implementation does not interfere with what the actual customer requirements are. While Six Sigma training uses tools to measure customer needs and expectations, the assurance that customer's needs are met is imperative.
Voice of the customer tools, VOC, guarantees that the improvement of business processes actually reflects the customer needs. The customer needs are a top priority, and the definition of what improvements need to be made will directly impact customer satisfaction. VOC can not be based on what was perceived to be customers need in the past. The success of the Six Sigma program focuses on problems newly identified by gathering of new data mined from customer comments, surveys and complaints. Once collected, the data is translated into statement form, with a defined plan as to how to measure success.
It is important to keep priorities in order as the business identifies customer expectations and business expectations, comparing them to determine where they are not aligned. The Six Sigma discipline is focused on customer satisfaction, and addresses the issue by focusing on measuring and eliminating defects in the controlling the process. Even though a VOC defect will not affect the voice of the process, it should be addressed anyway, as that will only make the process stronger, ultimately leading to success.
The Six Sigma training incorparates defining problems in the processes, measuring the customer satisfaction and analyzing any root causes of dissatisfaction. Then improvements are implemented and controlled. If there is a gap between what the customer has asked for and the ability of the deliver, then the requirements mean nothing. Likewise, if a product is delivered which is not up to the customer's standards, then the customer is likely to go elsewhere for fulfillment. Any possibility to negotiate a positive resolution should be considered.
Customer needs and requirements can change quickly, causing significant variations to increase. It is important that this fact not be ignored in order to avoid any long term problems. By anticipating customer requirements, the process can be proactively changed in order to maintain the processes as desired. The success of the Six Sigma implementation is dependent on an ongoing review of the customer satisfaction requirements.
Voice of the customer tools, VOC, guarantees that the improvement of business processes actually reflects the customer needs. The customer needs are a top priority, and the definition of what improvements need to be made will directly impact customer satisfaction. VOC can not be based on what was perceived to be customers need in the past. The success of the Six Sigma program focuses on problems newly identified by gathering of new data mined from customer comments, surveys and complaints. Once collected, the data is translated into statement form, with a defined plan as to how to measure success.
It is important to keep priorities in order as the business identifies customer expectations and business expectations, comparing them to determine where they are not aligned. The Six Sigma discipline is focused on customer satisfaction, and addresses the issue by focusing on measuring and eliminating defects in the controlling the process. Even though a VOC defect will not affect the voice of the process, it should be addressed anyway, as that will only make the process stronger, ultimately leading to success.
The Six Sigma training incorparates defining problems in the processes, measuring the customer satisfaction and analyzing any root causes of dissatisfaction. Then improvements are implemented and controlled. If there is a gap between what the customer has asked for and the ability of the deliver, then the requirements mean nothing. Likewise, if a product is delivered which is not up to the customer's standards, then the customer is likely to go elsewhere for fulfillment. Any possibility to negotiate a positive resolution should be considered.
Customer needs and requirements can change quickly, causing significant variations to increase. It is important that this fact not be ignored in order to avoid any long term problems. By anticipating customer requirements, the process can be proactively changed in order to maintain the processes as desired. The success of the Six Sigma implementation is dependent on an ongoing review of the customer satisfaction requirements.
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