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Six Sigma Toolkit At Your Service

Summary: Six Sigma is proving its worth in the service industries by improving process performance and customer satisfaction, but the challenges facing a company with no prior experience in Six Sigma can be significant. ScottishPower's integrated energy value chain is designed to maximize trading opportunities in the wholesale markets and achieve growth in retail electricity and gas markets across the United Kingdom. The marketplace is dominated by competitors with legacy customer bases retained from their days as monopoly suppliers. Achieving growth in this environment requires a focus on providing the low cost, no hassle energy supply customers want. In 2001 ScottishPower decided to adopt Six Sigma to transform the performance and culture of its UK Energy retail business. The deployment was supported by consultants using DMAIC training methods adapted from other industry sectors. The DMAIC training needed considerable tailoring to deliver value for a transactional business, but the!emphasis on data transformation and nonparametric methods made the DMAIC toolkit applicable to the full range of data gathered from the service and sales process of the energy retail business.

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  • Topics: Six Sigma, Quality Tools, Customer Satisfaction and Value
  • Keywords: Case study,Utility industry,Six Sigma,DMAIC,Quality tools,Lessons learned,Service quality,Customer and market focus,Customer expectation
  • Author: Steele, Andrew D.
  • Journal: Six Sigma Forum Magazine