Title: Customer Centered Six Sigma : Linking Customers, Process Improvement, and Financial Results Author: Earl Naumann and Steven Hoisington ISBN: 0873894901 / 9780873894906 Format: Hard Cover Pages: 340 Publisher: ASQ Year: 2001 Availability: Out of Stock
Description
Contents
Businesses are continuously forced to innovate due to influential factors such as increased customer expectation, technological change, and global competition. Due to continuous innovation, customers are constantly expecting more, and maintaining a higher level of customer satisfaction becomes more and more difficult. Many companies around the world are staying on-top of these changes with the Six Sigma initiative, which stresses continual innovation and process improvement.
Customer Centered Six Sigma provides readers with a fundamental, yet comprehensive, approach to thoroughly involving customer requirements into all aspects of your organization's business. This book offers a basic understanding of the Six Sigma initiative, placing emphasis on the consideration and implementation of customer input throughout the process. The authors present a high-level review of basic Six Sigma tools for gathering customer requirements, conducting customer satisfaction surveys, and managing organizational processes and problems. The entire book discusses the involvement and alignment of the customer with the organization's processes and culture. Each chapter's points are reinforced with case-studies which emphasize key lessons learned.
List of Illustrations
Acknowledgments
Preface
Part I Why Six Sigma? Chapter 1 : Becoming Customer Centered Is Not a Choice Chapter 2 : Linking the Customer, Customer Satisfaction and Six Sigma Results to Financial Performance
Part II Capturing the Voice of the Customer Chapter 3 : Global Customer Satisfaction Surveys Chapter 4 : Transaction Surveys Chapter 5 : Customer Loyalty Analysis Chapter 6 : Complaint Management Systems Chapter 7 : Building Relationships With Key Accounts
Part III Preparing the Organization for Six Sigma Chapter 8 : Corporate Strategy/Leadership Chapter 9 : Selecting the Right Processes Chapter 10 : Forming the Six Sigma Teams
Part IV Six Sigma Tools, Techniques, and Implementation Chapter 11 : Alignment of Customer Needs and Process Performance Chapter 12 : Analyzing Processes and Identifying Problems Chapter 13 : Problem Solving Chapter 14 : Securing Management Support for Changes Chapter 15 : Implementation Chapter 16 : Determining Process Capability Chapter 17 : Summary and the Future
Appendix A : IBM Rochester Correlation on Measurement of Employee Satisfaction, Cost of Quality, Productivity, Customer Satisfaction and Market Share
Appendix B : Companies/Organizations That Comprise the American Customer Satisfaction Index (ACSI)
Appendix C : Johnson Controls Lost Customers Survey
Appendix D : Vision 2000-Total Customer Satisfaction
References
Index