Six Sigma Effectiveness Evaluation and Measurement

Author: Wang Zuocheng
Publisher:
Publish Date: 2004-01-01
Features:
● Originality and Guidance. This series of books is meticulously compiled by experts from the Six Sigma Quality Management Research Center of Renmin University of China, based on their teaching experience at General Electric and Motorola, as well as their in-depth understanding of the current state of domestic enterprises. It addresses the challenges faced by Chinese companies in implementing Six Sigma management, providing urgently needed knowledge and operational methods for Six Sigma management in domestic enterprises, making it highly targeted and instructive.
● Systematic and Comprehensive, with Focus. Based on the scientific framework of Six Sigma management, the series is designed in six volumes, catering to readers of different levels. The first three volumes are suitable for beginners, and upon completion, readers can achieve Green Belt level. The last three volumes are advanced readings, and upon completion, readers can achieve Black Belt and Master Black Belt level.
● Rich in Illustrations, Concise and Engaging, Ideal for Corporate Training. Each volume in the series is equivalent to a course, including sections such as "Key Points," "Target Audience," "Objectives," and "Suggested Duration." Each page features PowerPoint charts in the upper half and text explanations in the lower half, providing a vivid and interactive learning experience, making it highly suitable for busy corporate managers and training purposes.
Reducing processes, minimizing defects, and enhancing customer satisfaction are the three major goals of Six Sigma management. From the ultimate perspective, Six Sigma management aims to improve customer satisfaction, hence this book focuses on the measurement of customer satisfaction. The book embodies the idea that customer satisfaction measurement follows a Define-Measure-Analyze-Improve-Control (DMAIC) process. It begins by defining key terms such as "customer," "customer focus," and "customer satisfaction." It then introduces targeted survey methods and questionnaire design techniques to demonstrate specific measurement approaches for satisfaction. From simple descriptive analysis to comprehensive, dynamic research, it presents commonly used satisfaction analysis methods. Based on the survey and analysis of satisfaction, it provides insights into improving satisfaction. Finally, it addresses the control of satisfaction and the enhancement of customer loyalty, considering the flexible nature of satisfaction.
The book is lively, easy to understand, highly practical, and suitable for middle-level and above managers in various enterprises implementing Six Sigma management, as well as readers seeking to learn about customer satisfaction measurement. It can also serve as a training textbook for market research companies, as well as a reference for undergraduate and graduate students in management-related fields.