Promoting Customer Satisfactions by Applying Six Sigma Example of Automobile Industry Process

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Title:	Promoting Customer Satisfactions by Applying Six Sigma Example of Automobile Industry Process
Authors:	Chen, S.C.;Chen, K.S.;Hsia, T.C.
Date:	2005-10
Issue Date:	2009-08-20 12:44:19 (UTC+8)
Abstract:	Presently the automobile industry in Taiwan is in the product maturity stage. The market is saturated while the market scale has remained unchanged. A set of effective quality control performance and improvement models needs to be established. By initiating a mechanism of low cost and high processing speeds, an improved competitiveness will develop in this highly competitive, highly demanding, and constantly changing environment. This, in turn, will create a product of high customer satisfaction, which is needed for the industry to survive. The major focus of previous papers has been on the evaluation and improvement of manufacturer’s quality with little or no emphasis on customer-related qualities, such as design, manufacturing, service, and customer satisfaction. Following the design, measure, analyze, improve, and control (DMAIC) model of Six Sigma (George 2002) and using the automobile industry as a case study, the authors “measure” the performance of the customer’s requirement. They do this by creating a questionnaire and “analyzing” the performance of the product quality mechanism. This is then transferred to a related product specification. Next, they use key elements found in the quality process, performed by related sectors, as a countermeasure for planning and “improvement.” Finally, they equip management with a complete model of evaluation and improvement to help define, measure, analyze, improve, and control the product quality mechanism quickly and effectively. Thus, a better customer satisfaction and business profit can be achieved by creating a perfect product quality and service value through a timely and effective promotion of product design, manufacturing, and service quality.
Relation:	Quality Management Journal, 12(4), 21-33
Appears in Collections:	[Development of Industrial Engineering and Management] 【工業工程與管理系所】期刊論文

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