Customer Centered Six Sigma provides readers with a fundamental, yet comprehensive, approach to thoroughly involving customer requirements into all aspects of your organization's business. This book offers a very basic understanding of the Six Sigma initiative, placing heavy emphasis on the consideration and implementation of customer input throughout the process. The authors present a high-level review of basic Six Sigma tools for gathering customer requirements, conducting customer satisfaction surveys, and managing organizational processes and opportunities based upon customer input. The entire book discusses the involvement and alignment of the customer with the organization's processes and culture. Each chapter's points are reinforced with case-studies which emphasize key lessons learned.
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Most Helpful Customer Reviews
23 of 25 people found the following review helpful:
5.0 out of 5 stars
Customer Centered Six Sigma Is On Target,
By Thomas S. Hallaron (Grapevine, TX USA) - See all my reviews
This review is from: Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results (Hardcover)
In a world of Six Sigma books that tend to be on either extreme, hard core statistics or top level managerial material, Customer Centered Six Sigma is right on target. This book is filled with real life data and examples that drive home the critical issues surrounding implementation of Six Sigma projects from a perspective that will be useful to a Black Belt.The book illustrates how important it is to have a strong linkage between a Six Sigma project and your customers, and tells you how to get there. Finally, if you are involved with Six Sigma projects that are transactional based, this book could be a great help to you with data and examples from serviced based industries.
3 of 3 people found the following review helpful:
5.0 out of 5 stars
What an awesome book!,
By Kirk Peter (Madison, WI) - See all my reviews
This review is from: Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results (Hardcover)
The authors do a great job of illustrating the value of customer input and the measurement of results around the processes of serving your customers. Also explained is process variation and how six sigma methodology can not only drive out costs but actually result in a much better customer interaction and customer satisfaction.Almost two books in one, the first half gives great understanding and quantification of the value of being customer centric. It also gives good techniques on how to best capture the voice of the customer. The second half of the book explains how to prepare your organization for a six sigma effort and then leads you through (at a high level) the techniques to analyze your current processes, solve current problems and then takes them through implementation. Just a great resource to help emphasize the financial benefits of listening to and serving your customers better. A compelling read backed up by real world examples. Understandable by anyone - no need for a statistics degree.
1 of 1 people found the following review helpful:
2.0 out of 5 stars
Great book for Beginners,
By A Customer
This review is from: Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results (Hardcover)
This book is very high level and would be a great introduction to the concepts of Six Sigma, as a ASQ Certfied Black Belt in search of something for a transactional business I needed more insight than this book provides. There is nothing more frustrating than to purchase a book out of my budget and find that it doesn't live up the hype of the description and the reviews by readers.To summarize: Great book for those wanting to know what Six Sigma is and the tools associated to it. If you have experience in Six Sigma then it will disappoint.
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Inside This Book
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First Sentence:
This is not a book about quality, at least not in its traditional meaning. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
process potential index, incorrect order input, dissatisfaction alert, hygiene attributes, lost customer analysis, customer satisfaction attributes, importance performance grid, benchmarking maturity, good customer value, top box score, sigma performance levels, complaint resolution time, repurchase intent, sigma specialists, transaction surveys, critical work processes, knowledge obsolescence, customer complaint system, right skills for the job, complaint management system, service foreman, total customer base, more specific attributes, cycle time analysis, soft savings Key Phrases - Capitalized Phrases (CAPs): (learn more)
Johnson Controls, Hoshin Planning, Controls Group, Relationship Builder Process, United States, General Electric, Jack Welch, General Motors, Allied Signal, Baldrige Award, Malcolm Baldrige National Quality Award, North America, Function Title, Bob Galvin, Delighted Satisfaction Ratings Figure New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
This is not a book about quality, at least not in its traditional meaning. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
process potential index, incorrect order input, dissatisfaction alert, hygiene attributes, lost customer analysis, customer satisfaction attributes, importance performance grid, benchmarking maturity, good customer value, top box score, sigma performance levels, complaint resolution time, repurchase intent, sigma specialists, transaction surveys, critical work processes, knowledge obsolescence, customer complaint system, right skills for the job, complaint management system, service foreman, total customer base, more specific attributes, cycle time analysis, soft savings Key Phrases - Capitalized Phrases (CAPs): (learn more)
Johnson Controls, Hoshin Planning, Controls Group, Relationship Builder Process, United States, General Electric, Jack Welch, General Motors, Allied Signal, Baldrige Award, Malcolm Baldrige National Quality Award, North America, Function Title, Bob Galvin, Delighted Satisfaction Ratings Figure New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
2
books
cite this book:
- Profit-Focused Supplier Management: How to Identify Risks and Recognize Opportunities by Pirkko Ostring in Back Matter
- The Healthcare Quality Book: Vision, Strategy, and Tools by Scott B. Ransom on page 233
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