During the identification of the scope of an internal process project, it is important that the Six Sigma implementation does not interfere with what the actual customer requirements are. While Six Sigma training uses tools to measure customer needs and expectations, the assurance that customer's needs are met is imperative.
VOC, voice of the customer tools, insures that the business process improvement reflects the customer needs. The Six Sigma certification process makes customer focus a top priority by defining improvements by the impact of customer satisfaction. The VOC cannot be based on past assumptions of the customers needs. The Six Sigma program focuses on problems identified by the continuous gathering of data mined from customer complaints, comments, and surveys to define what the customer really wants. That data is then translated into a requirement statement, with specific wording as to how to measure success.
As the company works to identify areas where expectations of the customer and the expectations of the business are not in alignment by comparing the VOC to the VOP, voice of the process, its important to keep priorities in order. Six Sigma certification is all about keeping the customer satisfied by controlling the process. The Six Sigma program focuses on the measurement and elimination of defects. Often a defect in the VOC will not affect the VOP, but should be addressed anyway. Compliance with each specification makes the process stronger, leading to success. Adherence to the formula of effectiveness and efficiency equal profitability.
If there is a gap between customer requirements and business ability to deliver, don't eliminate the any possibility that exists to negotiate a feasible requirement. Fulfilling the customers product specifications means nothing if the product has not been delivered on time, just as a timely delivery of substandard product will cause the customer to fulfill needs elsewhere. Six Sigma training offers tools to define the problem, measure customer satisfaction, analyze the root causes of dissatisfaction, improve the process and control the methods. Prioritize customer requirements by identifying basic requirements, or the minimum expectations of the customer. Next, variable requirements incorporate expanding on the basic requirements of the customers needs with greater specificity by identifying core competitive requirements for customer satisfaction. And finally, latent requirements are those value added features that exceed stated customer needs but can reinforce the companys status as the preferred vendor.
Remember that the needs of the customer can change quickly, and ignoring that fact in the planning stages will cause variations to increase, causing problems in the long-term. Anticipating change in customer requirements allows for proactively directing the course of the process to keep variation within boundaries. Review of customer satisfaction should be built into your Six Sigma certification process. - 15254
VOC, voice of the customer tools, insures that the business process improvement reflects the customer needs. The Six Sigma certification process makes customer focus a top priority by defining improvements by the impact of customer satisfaction. The VOC cannot be based on past assumptions of the customers needs. The Six Sigma program focuses on problems identified by the continuous gathering of data mined from customer complaints, comments, and surveys to define what the customer really wants. That data is then translated into a requirement statement, with specific wording as to how to measure success.
As the company works to identify areas where expectations of the customer and the expectations of the business are not in alignment by comparing the VOC to the VOP, voice of the process, its important to keep priorities in order. Six Sigma certification is all about keeping the customer satisfied by controlling the process. The Six Sigma program focuses on the measurement and elimination of defects. Often a defect in the VOC will not affect the VOP, but should be addressed anyway. Compliance with each specification makes the process stronger, leading to success. Adherence to the formula of effectiveness and efficiency equal profitability.
If there is a gap between customer requirements and business ability to deliver, don't eliminate the any possibility that exists to negotiate a feasible requirement. Fulfilling the customers product specifications means nothing if the product has not been delivered on time, just as a timely delivery of substandard product will cause the customer to fulfill needs elsewhere. Six Sigma training offers tools to define the problem, measure customer satisfaction, analyze the root causes of dissatisfaction, improve the process and control the methods. Prioritize customer requirements by identifying basic requirements, or the minimum expectations of the customer. Next, variable requirements incorporate expanding on the basic requirements of the customers needs with greater specificity by identifying core competitive requirements for customer satisfaction. And finally, latent requirements are those value added features that exceed stated customer needs but can reinforce the companys status as the preferred vendor.
Remember that the needs of the customer can change quickly, and ignoring that fact in the planning stages will cause variations to increase, causing problems in the long-term. Anticipating change in customer requirements allows for proactively directing the course of the process to keep variation within boundaries. Review of customer satisfaction should be built into your Six Sigma certification process. - 15254
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Current statistics show that businesses pay up to $15,000 more for candidates who have completed the Six Sigma black belt training. The specialists at the highly regarded www.SixSigmaOnline.org can help answer your concerns about getting your Six Sigma certification.
