Six Sigma Effectiveness Evaluation and Measurement

Author: Wang Ren
Publisher:
Publish Date: 2004-02-01
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 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, enabling them to reach Green Belt level upon completion, while the last three volumes serve as advanced readings, preparing readers for Black Belt and Master Black Belt certification.
● Rich in Illustrations, Concise and Engaging, Ideal for Corporate Training. Each volume in the series functions as a standalone course, including sections such as "Key Points," "Target Audience," "Objectives," and "Suggested Duration." Every page features PowerPoint-style charts in the upper half and corresponding text explanations in the lower half, creating a vivid and interactive learning experience, making it perfect for busy corporate managers and training purposes.
Reducing process complexity, minimizing defects, and enhancing customer satisfaction are the three core goals of Six Sigma management. Ultimately, Six Sigma is about improving customer satisfaction, so this book places a strong emphasis on the measurement of customer satisfaction. It follows the idea that customer satisfaction measurement is a define-measure-analyze-improve-control (DMAIC) process. First, it defines 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. From simple descriptive analyses to comprehensive, dynamic research, it presents common satisfaction analysis methods. Based on the survey and analysis, it offers insights into improving satisfaction. Finally, it addresses the flexible nature of satisfaction measurement and explores how to control satisfaction and enhance customer loyalty.
The book is lively, easy to understand, and highly practical, making it suitable for middle-level and above managers in companies implementing Six Sigma, as well as readers seeking to learn about customer satisfaction measurement. It can also serve as a training manual for market research firms, a reference for management majors at the undergraduate and graduate levels, and a teaching resource for business professionals.