Sign Up Now
Get instant access to over 1 million+ study documents
OR
Already registered? click here to login
By creating your account, you agree to our terms of service, privacy policy and student honor code.
When dealing with customers, all interactions cannot be standardized. Similarly, the requirements of customers can differ significantly based on the type of product and the extent of usage of the product by the customer. Short- and long-term training courses are often used to increase worker knowledge of the product or the services being sold to the customer. As product life cycles become shorter, the training needs of the individuals dealing with the customer are also higher. It is observed often, especially with call center-based customer service, that the "interaction between the agent and the customer is divided into "talk, wrap and idle time" is suggestive of task individualization and specialization." (Mulholland, 2002) in this environment, it is difficult to explicitly state if all the needs of the customer have been satisfied based on the format on which the worker is trained.
As with any other quality improvement process in an organization all effort must be made to motivate and nurture the individuals dealing with the change and improvement process. (Harry, 1998)
Conclusion
Six-sigma focused not on purely maintaining standards to that of a competitor but rather on improving the process constantly and effectively to obtain the highest level of perfection. (Douglas and Erwin, 2000) the article reviewed is valuable in the fact that it offers valuable insight to an individual new in the area of six-sigma implementation and customer service. Achieving zero defects in any operation is hard. The task of achieving this level in customer service can challenge even the most effective process.
Bibliography
Aguayo, R. (1990) Dr. Deming: the American who taught the Japanese about quality,...
Group, Secaucus, NJ.
Antony, J. And Banuelas, R. (2002) Key ingredients for the effective implementation of Six Sigma program Measuring Business Excellence, 6, 20-27,
Behara, R.S., Fontenot, G.F. And Gresham, a. (1995) Customer Satisfaction measurement and analysis using six-sigma International Journal of Quality & Reliability Management, 12, 9-18,
Crosby, P.B. (1996) Quality is still free: making quality certain in uncertain times, McGraw-Hill, New York.
Douglas, P.C. And Erwin, J. (2000) Six Sigma's focus on total customer satisfaction the Journal for Quality and Participation, 23, 45-49,
Elliott, G. (2003) the race to Six Sigma Industrial Engineer, 35, 30,
Fortenot, G., Behara, R. And Gresham, a. (1994) Six sigma in customer satisfaction Quality Progress, 27, 73-76,
Gordon, P.J. (1993) Customer satisfaction research reaps rewards Quality Congress. ASQ's... Annual Quality Congress Proceedings., 32, 39-40,
Harry, M.J. (1998) Six sigma: A breakthrough strategy for profitability Quality Progress, 31, 60-64,
Heuring, L. (2004) Six Sigma in Sight HRMagazine, 49, 76-80,
McClusky, R. (2000) the rise, fall and revival of Six Sigma quality Focus, 4, 6-17,
Mulholland, K. (2002) Gender, emotional labour and teamworking in a call centre Personnel Review., 31, 283-303,
Rothacker, R. (2004) in Charlotte, N.C., expo provides a peek at Bank of America's training strategiesWashington, pp. 1.
Rucker, R. (2000) Citibank increases customer loyalty with defect-free processes the Journal for Quality and Participation, 23, 32-36,
Trojniak, D.J. (2003) Ways to evaluate voice of the…
Bibliography
Aguayo, R. (1990) Dr. Deming: the American who taught the Japanese about quality, Carol Pub. Group, Secaucus, NJ.
Antony, J. And Banuelas, R. (2002) Key ingredients for the effective implementation of Six Sigma program Measuring Business Excellence, 6, 20-27,
Behara, R.S., Fontenot, G.F. And Gresham, a. (1995) Customer Satisfaction measurement and analysis using six-sigma International Journal of Quality & Reliability Management, 12, 9-18,
Crosby, P.B. (1996) Quality is still free: making quality certain in uncertain times, McGraw-Hill, New York.
Sigma methodology to help lower patient length of stay while simultaneously improving financial and patient health outcomes. This paper first discusses the theoretical basis for this, outlining the Six Sigma methodology. Its history in health care and its use specifically to lower patient length of stay are both covered in the literature review section. The next section looks at the different measures that should be used to guide the
The results retrieved by Victor, Boynton and Stephens-Jang point out to a necessity to find a balance between standardized work and continuous learning process. They also indicate that employees who have managed to find this balance reveal higher levels of on-the-job satisfaction, as well as lower levels of stress. A crucial approach to total quality management is taken by Mohamed Zairi (2002), who looks at quality management in the context
"More to the point," another authority advises, "the objective of a PMO is to establish the procedures, processes, and standards that lead to a Center of Excellence -- not so much for itself as for the projects and organization it supports" (Pohlman, 2002, cited in Thorn, 2003, p. 48). In this regard, Thorn points out that there are three basic approaches that can be used to establish a PMO to
It aids the six sigma team to look at and find out the probable causes of the problem at hand, recognize the root cause and get rid of it. FMEA (Failure Modes and Effects Analysis): This is a six sigma tool which deals with Murphy's Law which says that whatever can go wrong will go wrong. This tool takes into deliberation all the possible breakdowns that can take place and
Weight Sigma Psychological and Social Consequences Weight Loss Efforts In-Group Devaluation Living With Obesity-Australian Context Rating of Overweight vs. Avg. Weight Rating of Glasses vs. No Glasses Rating of Overweight vs. Avg. Weight Fictional Character by Participants Rating of Fictional Character Wearing Glasses Vs. No Glasses by Participants Weight stigma is discrimination or categorizing based on an individual's weight, especially in case of very huge people. Weight bias is quiet prevalent in western culture. Weight bias results in unequal
Quality Management System and Continuous Improvement Six Sigma Strategy for Continuous Improvement Implementing Six Sigma Lean Strategy for Continuous Improvement Lean and Sig Sigma Interrelated Industrial application of lean / six sigma Lean / Six Sigma in Service Industry Lean / Six Sigma in Manufacturing Industry Lean / Six Sigma in Construction Industry Lean / Six Sigma in Mining Industry Effectiveness of the Lean / Six Sigma in the Industry Population and Sampling In the business management strategy, quality plays a major