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Promoting Customer Satisfaction by Applying Six Sigma: An Example from the Automobile Industry

Summary: [This abstract is based on the authors' abstract.]The automobile industry in Taiwan is facing a market that has become saturated while the market scale remains unchanged. Effective quality control performance and improvement models need to be established if the industry is to survive.The focus of previous studies has been on the improvement of manufacturers' quality with little emphasis on the customer-related qualities of design, service, and customer satisfaction. A case study in the automobile industry uses the DMAIC model of Six Sigma to measure the performance of customer requirements by creating a questionnaire and analyzing the performance of the product quality mechanism. Key elements found in the quality process are then used as countermeasures for planning and improvement.

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