Exclusive Content & Downloads from ASQ

Simple Surveys to the Rescue

Summary: It is shown that the bias inherent in administering surveys can be used to improve stakeholder satisfaction with Six Sigma implementation. After experiencing numerous problems with Six Sigma deployment, a tier one automotive supplier conducted two employee satisfaction surveys. The second survey showed an improvement in satisfaction scores, even though no changes in Six Sigma deployment had as yet occurred. The improvement was credited to the respondents' perception that the first survey demonstrated that management cared about their feedback. Following the second survey, management followed up with specific improvement activities, and satisfaction scores improved even more. The company had earned trust and credibility by showing it listens to its stakeholders.

Anyone with a subscription, including Site and Enterprise members, can access this article.

Other Ways to Access content:

Join ASQ

Join ASQ as a Full member. Enjoy all the ASQ member benefits including access to many online articles.

Subscribe to Six Sigma Forum Magazine

Access this and ALL OTHER Six Sigma Forum Magazine online articles. You'll also receive the print version by mail.

  • Topics: Six Sigma
  • Keywords: Bias,Employee involvement (EI),Employee satisfaction,Feedback,Six Sigma,Stakeholders,Surveys
  • Author: Kelley, D. Lynn
  • Journal: Six Sigma Forum Magazine