Customer satisfaction measurement and analysis using six sigma-Reference-Cited by-同舟云学术

Customer satisfaction measurement and analysis using six sigma

Published:1995-04-01 Issue:3 Volume:12 Page:9-18
ISSN:0265-671X
Container-title:International Journal of Quality & Reliability Management
language:en
Short-container-title:

Author:

Behara Ravi S.,Fontenot Gwen F.,Gresham Alicia

Abstract

Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects. Presents a case study to illustrate how the concept of zero defects, measured by six sigma, can be applied to customer satisfaction measurement and to examine the impact of customer expectations on the company’s strategies for improving satisfaction. The information presented is based on actual studies conducted for a high‐tech manufacturing company in the USA during 1991 and 1992. The performance and expectations values and some of the attributes have been altered for reasons of confidentiality.

Publisher

Emerald

Subject

Strategy and Management,General Business, Management and Accounting

Reference7 articles.

1. 1. Cook, B.M., “In search of six sigma: 99.9997 per cent defect‐free”, Industry Week, 1 October1990, pp. 60‐5.

2. 2. George, S., The Baldrige Quality System, John Wiley & Sons, New York, NY, 1990.

3. 3. Gill, M.S., “Stalking six sigma”, Business Month, January 1990, pp. 42‐6.

4. 4. Rayner, B.C.P., “Market‐driven quality: IBM’s six sigma crusade”, Electronic Business, 1 October 1990, pp. 68‐74.

5. 5. Reichheld, F.F. and Sasser, W.E. Jr., “Zero customer defections: quality comes to services”, Harvard Business Review, September‐October 1990, pp. 105‐11.

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