Six Sigma Effectiveness Evaluation and Measurement (Includes Disc)

Author: Wang Renzhi
Publisher:
Publish Date: 2004-04-01
Features: Shortening processes, reducing defects, and improving customer satisfaction are the three major goals of Six Sigma management. From the ultimate perspective, Six Sigma management is aimed at enhancing customer satisfaction. Therefore, this book focuses on the measurement of customer satisfaction. The books the idea that the measurement of customer satisfaction is also a define-measure-analyze-improve-control process. First, it provides definitions of customer, customer focus, and customer satisfaction. By introducing targeted survey methods and questionnaire design techniques, it demonstrates specific measurement methods for satisfaction to readers. From simple descriptive analysis to comprehensive and dynamic research, it introduces commonly used satisfaction analysis methods. Based on the survey and analysis of satisfaction, it offers improvement strategies for satisfaction. Finally, it addresses the control of satisfaction and the enhancement of customer loyalty, considering the flexible nature of satisfaction. The book is lively in style, easy to understand, highly practical, and suitable for middle-level and above managers in various enterprises implementing Six Sigma management, as well as readers who wish to gain an understanding of customer satisfaction measurement. It can also serve as a training textbook for satisfaction measurement for market research companies and as a teaching reference for undergraduate and graduate students in management-related fields.