Keeping Customer Satisfaction through Six Sigma for Service

Implementing Six Sigma for service companies may involve many months of training, transformation, and diligent efforts.  The aim is to gear service institutions to be more responsive to the needs of its customers by delivering top of the line quality products and services.  The investment in time, energy and resources to apply Six Sigma could be rewarded through high customer satisfaction.  In the end if companies constantly address the demands of the customer, they would benefit from the continued patronage of loyal customers thus ensuring a steady flow of income and increasing profits.  Six Sigma for service requires four major transformations that a company should undertake.

First, companies must identify what are the specifications demanded by its customers for any particular service or products.  It must be noted that customer demands are always changing.  So it is important for companies to institute mechanisms that will enable them to easily adapt to customer needs.

Second, companies must restructure their organization in order to effectively deliver customer specified products and services.  Material resources, skills, and technology should be properly allocated for meeting customer demands.

Third, companies must reorganize their workflow to make it more efficient and effective in delivering services and products.  Communication issues and production bottle-necks should be eliminated.

Fourth, companies must establish feedback mechanisms to accurately measure whether plans and customer demands are being carried out and satisfied.  Production process and product deliveries should be the primary focus in gathering information that can be used as feedback.  This is important so that companies can accurately evaluate their performance and service deliveries.

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