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Customer Satisfaction Consulting .com
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Putting the Right People In Charge of Taking Action
To ensure customer satisfaction more and more companies are training and teaching
the philosophy of Six Sigma to their staff. Six Sigma applies structured scientific
methods to improve any aspect of a business, company, organization, or individual
by collecting data, then analyzing the data to determine the best possible way of
meeting the customer's needs while minimizing waste, and maximizing profits. Some
of the companies that have utilized Six Sigma include but are not limited to: General
Electric, DuPont, Bank of America, Honeywell, and Motorola. When customers have identified concerns within your company, you have to have responsible
individuals who can take action and address these concerns. Too many consumers
feel that it is useless to complain because companies will not do anything to address
problems. Unfortunately, many times the consumer is correct, companies do turn
deaf ears to the consumer's complaints until customer dissatisfaction or complaints
affect companies bottom-line. Ensuring that the right people are in charge to address customer issues is a prerequisite
of Six Sigma and its utilizing customer feedback, or voice of the customer, to drive
organizational performance and improvement. Companies cannot make any improvements
without first knowing what the customer wants, needs, and are willing to purchase.
Six Sigma managers are knowledgeable about the needs and requirements of the customers
in ways that enables the company to become stronger and more profitable by retaining
customers. When Six Sigma is introduced to a company, often it begins with outside consultants
who provide training, methods, tools. However, over time this knowledge is internalized
and applied organically within the company. The ultimate goal is that everyone
within the company has the ability to understand customers? requirements, collect
data, map processes, measure performance, identify threats, and problems, as well
as make continuous improvements to achieve complete customer satisfaction. When everyone in the company from the people who are on the loading docks all the
way up to the CEO, are trained to ensure customer satisfaction, these companies
grow and profit. Having the right people in charge of taking action involves every
level of a corporation. It is not only the CEO, upper level management, or department
heads, but everyone who is employed at that company. The main objective of Six Sigma is to ensure the highest quality and reliability
of products, service, and transactions.
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