Six Sigma Methodology Define Phase

Prepared by: Sivakumar.V & Rajashekar.H.E

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Define
It consists of three areas
1. Voice of Customer 2. Project Charter 3. Problem Tracking

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Voice of Customer
IDENTIFICATION OF CUSTOMER 9D OF QUALITY QUESTIONNAIRES SAMPLING PLAN SURVEY
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DATA COLLECTION CRITICAL REQUIREMENTS CTQ TREE

Voice of Customer (VOC)

Main Topics in VOC
1. Customer Identification 2. Customer Feedback 3. Customer requirements

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Customer Identification
Types of customer
Current Customer Happy
Tata Motors Maruti HONDA Ford India L&T Medical NPCIL
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Lost customer Defected Not defected

L&T Machinery Div

Unhappy
KCC PEPSICO

Competitors customer
Telco Ashok Leyland Bajaj Auto TVS Suzuki

Prospective customers
Nuclear equipments Heavy fabrications PHILIPS Medical

Customer Identification

-cont

1. 70% of revenues from Automobile sector (Ford, Tata Motors, Maruti..etc..) 2. 30% of revenue from Research project parts, Nuclear power plant equipments & Medical equipments (BARC, NPCIL, L&T..etc..)
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Customer Feed back

Following methods used to collect the information & data from customer:
1.

2.
3.

4. 5. 6.

Surveys A detailed investigation and getting feedback. Focus groups Not really customer but they provide the feedback Interviews formal meeting in person & getting feedback Complaint systems - customer complaints collection Market research Investigation in market Shopper programs competitive shopping
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Customers Feed back

Feed back form

S.No Description
Quality 1 Performance of the equipment

Response Bad
1 2 3 4

Excellent
5

2
3 4 5 6

Appearance of the equipment

Equipment Safety consideration Human safety considerations Handling/ operations of the equipments Maintainability
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Customers Feed back

Feed back form -contd

S.No Description
Others 7 Training on the equipment handling & maintenances Knowledge of the staffs / Understandability of problems Design & Technology of the equipment Response to queries Clarity in communication Feed back on Design & manufacturing progresses Delivery schedule of the equipment

Response
Bad
1 2 3 4

Excellent
5

8 9 10 11

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Customers Feed back

Feed back form -contd

S.No Description

Response Bad
1 2 3 4

Excellent
5

Cost (1-High cost, 5-Cheaper) 14 Value of equipment (cost) Overall rating

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Custom Customers Feed back

Feed back form: Remarks: Suggestion for improvements: -contd

Name: Position:

Organization:
Date:
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Customers requirements
1. Performance 2. Features 3. Conformance 4. Reliability 5. Durability 6. Service 7. Response 8. Aesthetics 9. Reputation 10.Price 11.Design 12.Brand name 13.Technical support 14.After sale Support 15.Delivery speed
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Internal Customer
1. Anyone in the organisation who is affected by the product or service as it is being generated. 2. Internal customers are often employees of the company 3. The next operation as customer Ishikawa. 4. Management practice relate to employee satisfaction which also impacts customer satisfaction.
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Internal Communication on customer satisfaction

It can be improved by 1. Company news letters 2. Mails 3. Team meetings 4. Display of goals, progress charts

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External Customers
They are not part of the organisation but are impacted by it. Classified as 1. End users (Business to Consumer) 2. Intermediate customer (Business to Business) 3. Impacted parties
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VOC
Customer service About 70% customer leaves company because of service. Customer retention Profit will boost by 100% by just retaining 5% more of customer Happy customer=Apostle, Unhappy customer= Terrorist Customer Loyalty Repeated orders
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