Promoting Customer Satisfactions by Applying Six Sigma: An Example From the Automobile Industry
- Topics:
- Six Sigma,
- Total Quality Management
- Tags:
- American Society For Quality,
- Business Operations,
- Customer Satisfaction,
- Industry,
- It Operations,
- Process Improvement,
- Quality,
- Six Sigma,
- Tqm/Six Sigma/ISO 9000
- Source:
- American Society for Quality
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Overview: This article integrates Kano's five quality mechanisms (1984), Maslow's hierarchy of human requirements (1954), and Herzberg's dual factors theory (Herzberg, Mausner, and Snyderman 1959), and combined this with the concept of the human-machine system and thus defined a thinking procedure map using quality mechanism questionnaire items. This customer requirement-pull model is different from the supply-push model traditionally used for the origin of product characteristics. This difference and thus advantage of the customer requirement-pull model is that the thinking process originates with the customer. Using the Taiwan automobile industry as an example the article have presents how to improve the quality process using the Six Sigma method.
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Format: PDF | Size: 203KB | Date: Sep 2005 | Pages: 13
