Six Sigma Effectiveness Evaluation and Measurement ()

Author: Wang Zuocheng
Publisher:
Publish Date: 2004-02-01
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 book the idea that customer satisfaction measurement is also a define-measure-analyze-improve-control process. First, it defines the concepts of customer, customer focus, and customer satisfaction. By introducing targeted survey methods and questionnaire design techniques, it demonstrates specific measurement methods for satisfaction. It then introduces commonly used satisfaction analysis methods, ranging from simple descriptive analysis to comprehensive, dynamic research. Based on the survey and analysis of satisfaction, it provides 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 market research companies on satisfaction measurement, and a teaching reference for undergraduate and graduate students in management-related fields.