The Six Sigm An Approach For Business Improvement Keeping Customer Satisfaction

1. Six Sigma is a management philosophy that sets objectives, collects data and analyzes results as a way to remove wasted expenses from its processes and help reduce the number of defective products produced. Six Sigma uses quality measures to strive for near perfection by eliminating errors and variables.

Six Sigma simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process. In another meaning Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services.

Step #2 - Identify the Customer(s) for your product or service, and determine what they consider important i.e. Customer Requirements

Six Sigma is a process improvement initiative developed by Motorola that assist organizations in identifying and reducing defects and inefficiencies within their existing business processes. The quality management system is a project-oriented system that drives cost savings and increases firm’s profitability by reducing variation in firm’s processes, products and services. (Russell, 2011). The process begins with four steps align, mobilize, accelerate and govern. Companies begin aligning by constructing company-wide metrics surrounding financial and strategic goals of the organization. These metrics are used to determine the area of the business that requires the most improvement and would have the largest financial

Six Sigma improves the design, the original design business strategies, optimize satisfaction and minimize waste while increasing the financial stability or include monitoring the process of elimination.

First, The Six Sigma, usually intended as a professional plan, includes refining, scheming, and monitoring procedure to minimalize or remove excess while enhancing gratification and increasing financial steadiness. The performance of a procedure—or the process competence—is used to ration enhancement by associating the baseline process competence (before development) with the process competence after directing possible solutions for quality development.

Six Sigma can be seen as a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving toward six standard deviations between the mean and the nearest specification limit) in any process – from manufacturing to transactional and from product to service.

Six Sigma in a nutshell is a theory to target client’s needs, while smashing the problem barrier. It was created at the Motorola Group in 1986 by former senior engineer Bill Smith. His goal for Six Sigma was multi-layered, targeting the quality of products and services, developing a philosophy and a strategic process within his company.

The concept of Six Sigma was developed in the early 1980’s at Motorola Corporation (Harry and Schroeder, 2000). Six Sigma can be defined as a statistical measure of the performance of a process or product (Kumi et. al., 2006). It is used as a quality control mechanism, which seeks to reduce defects or variations in a process to 3.4 per million opportunities thereby optimizing output and increasing customer satisfaction (Sambhe, 2012). Sigma is representing the standard deviation, a unit of measurement that designates the distribution or spread about the mean of a process (Six Sigma Academy, 2002). In addition, the Six Sigma uniquely driven by close understanding of customer needs, disciplined use of fact, data, and statistical analysis, and diligent attention to managing improving, and reinventing business processes (Pande, P., et. al. 2000). The Six Sigma methodology uses statistical tools to identify the factors that matter most for improving the quality of processes and generating bottom-line results. The Six Sigma DMAIC (Define, Measure,

Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes. It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization ("Black Belts", "Green Belts", etc.) who are experts in these methods. Each Six Sigma project carried out within an organization follows a defined sequence of steps and has quantified targets. These targets can be financial (cost reduction or profit increase) or whatever is critical to the customer of that process (cycle time, safety, delivery, etc.).

One of the common methods of sustaining quality while managing a project is the Six Sigma process. The Six Sigma system improves products or services by increasing shareholder value, refining quality, promptness, and cost, along with customer satisfaction (Laureani & Antony, 2012). The system is a business strategy that is driven by distinguishing the causes of errors or failures within business processes, and eliminating these causes to produce products and services that meets the client’s requests. The focus of the method is to uncover and resolve the root cause of an issue within an organization prior to issue influencing defects within the product or services being produced (Hunold, 2014). By eliminating the root cause of a problem, an organization can increase the quality of the products or services that are created, decrease cost to the organization, and increase customer satisfaction.

What is lean Six Sigma? Lean Six Sigma is the values defect prevention over defect detection which is a face-based, date-driven philosophy of improvement. Reducing variation, waste, and cycle time to drive customer satisfaction and bottom line result. A competitive advantage is created while promoting the use of work standardization and flow. So that every employees of a company should be involved to apply anywhere variation and waste exist to improve the performance. The demarcation is blurred between Six Sigma and lean. To attain positive results it requires aspects of both approaches of the improvement process so that “Lean Six Sigma” the term is with greater frequency that we are hearing about. Reducing process variation and enhancing process

At the start of every endeavor, a project manager outlines the scope of the project, determines the tasks that must be completed, and establishes the type of approach that will be used for quality and monitoring. Although there are many methodologies that are exercised in project management, the Six Sigma process offers a method of monitoring a project and ensuring quality, while offering a system for improvement and problem solving. Six Sigma presents a systematic approach to improve a project’s progression while reducing defects, enhancing quality, and improving customer satisfaction.

According to the dictionary, six sigma (sometimes stylized as 6σ) is a set of management techniques intended to improve business processes by greatly reducing the probability that an error or defect will occur. It is becoming a well know and useful strategy worldwide. Every company who needs an excellent management will pay more attention at Six sigma. This essay aims to analyze the case which named Tutorial for IT Call Center and using 10 criteria ways to evaluate six sigma projects.

The first year of deployment was extremely difficult for Six Sigma success. They decided to select the project on the basis of high probability of their success and targeted to complete them in a short period to assess the success. These projects were treated as pilot projects with a focus to learn. For the selection of the right project the field data was collected, process map was developed and the importance of the project was judged from the eyes of customers.