The Link Between Customers and Six Sigma

To satisfy customer requirements, it is necessary to innovate and come up with products and processes that match their specifications.

The ultimate value that is achieved should match the customer requirements and give them high levels of satisfaction.

When companies utilize their resources to build up products by reaching out and understanding customers’ requirements directly, their product is bound to become a resounding success.

Engaging the customer is achieved by strategically planning their involvement in the processes. The voice of the customer can provide an in-depth understanding of the direction of the product and process development.

Customers, who are wary about having to buy products by marketers, feel valued by the involvement that they are able to experience.

Customers are able to provide the Six Sigma team with detailed problem statements, which are very useful in understanding root causes and problem areas quickly.

Ensuring Customer Satisfaction

To achieve customer satisfaction, all activities have to be customer-centric. Unless the product has visible value to the customer, it will be hard to sell it and make a profit.

It is important to understand what will satisfy the customer and help improve sales and profits.

• It is necessary to understand customers’ perspectives about quality and cost. Six Sigma helps in understanding variations across different segments, in an attempt to reach company goals.

VOC is a powerful tool that enables the Six Sigma team to understand different perspectives of customer requirements, so that customer needs are satisfied.

The involvement of the customer starts from the stage when plans are devised. This helps to build up customer loyalty and trust toward the product and company.

• Customer requirements vary from time to time. However, a robust design of the product should be both strong enough and flexible and idiot-proof.

Product design should be able to produce high levels of performance in spite of variations in customer needs and manufacturing.

• As a part of DMAIC, process capability needs to be adjusted, without putting too much additional burden on costs. A feasibility study and analysis of the financial impact in certain market conditions guides process adjustments.

The analysis can also include the involvement of customers by way of feedback in certain test situations.

• Six Sigma enables companies to control uncertainties of processing that can cause variations. Uncertainties may exist due to too many key elements in the process or to lack of control mechanisms.

There may be some steps that may be outdated, yet exist. This can be eliminated by proper analysis and changes brought about in the analysis and design phases.

These control measures may be of help while keeping in mind customer requirements. There may also be mistake-proofing measures undertaken, which helps to reduce defects and variations to a large extent.

All this helps to achieve customer satisfaction.

• As a part of the process, companies can have regular communication with the customers. This enables customers to reach out to the company, and the company can utilize to make timely changes and improvements to products and processes.

The involvement of customer in the Six Sigma project is critical and boosts achievement of positive results. It ensures increased profitability and builds up a strong customer base.

BOLA TANGKAS