Quality of Delivery and Customer Satisfaction through Lean Six Sigma?

Understanding how the application of Lean Six Sigma can help an organisation to improve its quality to drive customer satisfaction.

We live in a generation where customers have become the ultimate decision-makers for a business to prosper. If it weren’t for them, no business could ever find triumph and bring value to their operations.

Lean Six Sigma, a business management strategy that was introduced by Motorola in 1986, aims at improving the quality of processes by minimising and gradually removing errors and variations in the product or service.

The principals of six sigma were pioneered when customers and senior executives of Motorola started complaining about the quality of products delivered by the company.

This is when the Japanese market started interfering and targeted every business that Motorola was engaged with.

Soon enough, the Japanese built an amazing quality standard that brought them ahead of many American companies. By undercutting Americans on prices, causing grave losses in terms of profitability and market share, Japanese made it difficult for companies to keep up with.

Subsequently, customers shifted their interest to the Japanese products/services and Motorola’s market came down miserably.

The heavy competition and the struggle to keep up with its defective products and customer support took a toll on the company’s finances and as a result, they were compelled to take an action.

Bill Smith, an engineer and scientist at Motorola, came up with a methodology called Six Sigma that would standardise defect measurement and drive improvements in manufacturing.

Six Sigma is a business methodology that focuses on process improvement by eliminating problems, removing waste and inefficiency, and improving working conditions to provide a better response to customer needs and satisfaction.

The methodology is a combination of the powerful tools of Lean and Six Sigma, that once combined together provides the most effective and efficient ways to achieve the organisational objectives by applying the right kind of tactics.

Quality plays an important role in the success and failure of an organisation and neglecting an aspect like that would never let an organisation survive in the long run.

Six Sigma ensures superior quality of products by removing the defects in the processes and systems. According to six sigma practitioners, any process which does not lead to customer satisfaction is referred to as a defect and has to be eliminated from the system to ensure superior quality of products and services.

The programme has benefited organisation in a lot of aspects. It has been a stepping stone in modern times of quality improvement.

Thousands of companies around the world have been considering Six Sigma as a way of doing business because it helps in identifying and eliminating waste that do not add any value to the product.

This results in improved efficiency, productivity, cost saving and most importantly, drives customer satisfaction making the ultimate goal of any organisation successful.

The versatility of the program makes it the best as it can help an individual or an organisation to get more from less and achieve its personal or professional goals.

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Focuses on depth of interpretations drawn from analysis for correct project and Critical to Quality (CTQ) identification, establishment of correct data collection mechanism with validation being focus of discussions.