Can Six Sigma Methods Improve Customer Satisfaction?

Six Sigma (6σ) is a set of techniques and tools for process improvement. Its tools and strategies seek to improve the quality of particular business services, products, and outcomes by identifying the causes of the problems and then minimizing or removing those problems. Users of Six Sigma are taught a defined method for approaching a specific problem — a problem in increasing customer satisfaction, for example.

A Six Sigma project in customer satisfaction would follow a particular methodology, and have specific value targets such as reducing customer complaints by 30%, or increasing average business ratings on customer surveys to 4.5 out of 5 stars.

Originating from a method in improving manufacturing processes, the meaning and approach of Six Sigma has expanded for use in service industries such as recruiting-staffing, public transportation services, and more. The philosophy behind the methodology states that continuous efforts to stabilize and improve processes, reduce waste, and improve profitability is vital to any business success.

Regarding customer satisfaction, Six Sigma methods can help to increase it through tools and strategies that define, measure, analyze, improve, and control processes — the DMAIC process improvement method. Commitment from the entire organization, particularly management, is required for any sustained improvement that is gained in the customer service process through a Six Sigma approach.

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Article adapted and published with permission from Wikipedia, 2022.