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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.

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