Customer centered six sigma : linking customers, process improvement, and financial results /

• Main Author: Naumann, Earl, 1946-
• Other Authors: Hoisington, Steven H., 1953
• Format: Book
• Language: English
• Published: Milwaukee, Wis. : ASQ Quality Press, 2001
• Subjects: SEIS SIGMA; MEJORA DE LA PRODUCCION; CONTROL DE CALIDAD; CLIENTES; CALIDAD DEL SERVICIO; ESTUDIOS DE CASOS; APLICACIONES; CASOS PRACTICOS

Table of Contents:

• Pte. 1. Why six sigma?: Becoming customer centered is nota choice
• 2. Linking the customer, customer satisfaction, and six sigma results to financial perfomance
• Pte. 2. Capturing the voice of the customer: 3. Global customer statisfaction surveys
• 4. Transaction surveys
• 5. Customer loyalty analysis
• 6. Complaint management systems
• 7. Building relationships with key accounts
• Pte. 3. Preparing the organization for six sigma : 8. Corporate strategy leadership
• 9. Selecting the right processes
• 10. Forming the six sigma teams
• Pte. 4. Six sigma tools, techniques, and implementation: 11. Alignment of customer needs and process performance
• 12. Analyzing processes and identifying problems
• 13. Problem solving
• 14. Securing management support for changes and implementation
• 15. Implementation
• 16. Determining process capability
• 17. Summary and the future.