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Build a Management System Based on Six Sigma

Summary: EasyLink Services, a provider of business electronic messaging services, built a quality management system in 2002 based on the long-term goal of achieving a Six Sigma level of meeting customer expectations. Six Sigma was chosen in favor of total quality management or ISO 9000 because of its focus on quantitative improvement coupled with an effective DMAIC methodology. At EasyLink, Six Sigma translates into a customer centric view of performance that is measured through the customers' eyes only, rather than an internal centric, cost reduction initiative. By the end of 2003, EasyLink had reached a 4.5-sigma level in areas of key importance to customers, and customers were taking notice of the improvement. The company intends to press on toward its long-term goal by resetting key metrics and improvement targets, and by continually learning from its customers how to serve them better.

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  • Topics: Customer Satisfaction and Value, Six Sigma, Quality Management
  • Keywords: Business performance,Case study,Customer expectation,Customer service,DMAIC,Quality management system (QMS),Six Sigma,Total Customer-focused Quality (TCFQ)
  • Author: Robinson, Bill
  • Journal: Six Sigma Forum Magazine