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Use Customer Feedback To Choose Six Sigma Projects

Summary: Six Sigma methodology offers an organization significant improvement potential, but project selection is often a problem. A formalized customer feedback system can provide reliable and valuable information to a project selection team, since dissatisfied customers are a continuous source of ideas concerning product innovation and improvement. A case study illustrates how a Swedish turbine manufacturer uses feedback as a driving force in a process improvement process (PIP) that allows selection of Six Sigma projects vital to the development of new products. The application of Six Sigma allowed the firm to expand a fault handling process based on customer dissatisfaction from a product support process to one that encompass process issues as well. Implementation of the PIP is still in progress, but the improve phase has been completed and the check phase is in progress. Faults classified from process owners have resulted in the identification of 67 potential Six Sigma projects.

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