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Study on Customer Satisfaction Improvement in Service Based on Six Sigma Management

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Tutor: JiaHu
School: Tianjin University
Course: Industrial Engineering
Keywords: six sigma,customer satisfaction,service,evaluation index system
CLC: F719;F224
Type: Master's thesis
Year:  2010
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Abstract:
Economic development led the service industry booming, but because of the self -reasons of the service, led to declining customer satisfaction. How to improve customer satisfaction and win in the fierce market competition has become urgent problem for the service.This paper aims to improve customer satisfaction, first introduced the Six Sigma meaning, characteristics, organizations and traditional Six Sigma process and methods. Then based on service product and process characteristics, the paper find the difficulties when we applying the traditional six sigma process and methods in the services sector. This paper propose DAIC model (definition, analysis, improvement and implementation of continuous improvement) as a conduct improvement of the traditional six sigma process when implement six sigma to improve customer satisfaction in service. In the service industry, we apply the model which based on Six Sigma to improve customer satisfaction. This paper applied the customer satisfaction evaluation system in order to make the project definition and selection. By applying customer satisfaction surveys to conduct customer satisfaction which really come from the customer point of view, to understand customer needs, make the project definition. Finally, through the application DAIC model in A delivery enterprise and establish evaluation index system, customer satisfaction questionnaire design, use cause and effect diagram and control chart methods to shorten the delivery time for express delivery, thus improving the customer satisfaction, but also verify of the model.The results show that: the model DIAC based on Six Sigma to improve customer satisfaction in service industry has some practical value. Among them, standing in the customer point, through the establishment of evaluation indicators, customer satisfaction surveys and other methods for the application of Six Sigma methods to improve customer satisfaction has a very important practical significance.
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