Description
Six Sigma (100 points)
Six Sigma is a continuous improvement strategy that aids an organization in identifying, reducing, and eliminating defects from any product, process, or transaction. When using Six Sigma, a solution is not generally known at the beginning but becomes clear through use of the Six Sigma strategy.
Address the following requirements:
- Identify a problem for improvement in an organization with which you are familiar, and detail an objective or desired outcome.
- In the remaining pages, detail the metrics that would measure success and why those are appropriate, and explain the process for determining root causes, and what tools would be used to follow through on the steps of the Six Sigma strategy.
Explanation & Answer
Attached. Please let me know if you have any questions or need revisions.
Outline
Topic: Six Sigma
Thesis statement: Alimna bank organizations have faced customer service defects due to their
delay in addressing the customers’ demands, and if it happens on time it does not meet the
expectations.
1. Desired outcome
A. Alimna bank faced prolonged customer survives issues which have halted its flourishing
for a long time. Some of the major customers complain is credit cards and master card
complaints. However, their request is not responded to on time and aspects that have
affected the organization's operation.
B. When planning for the mitigation of the customer service issues the following are some of
the desired outcomes; enhancing customer satisfaction. In every business customer
satisfaction is crucial for the organization's well-being.
C. Customer management investments. Organizations invest in customer management by
developing a response team that is strategically located in the customer care desk within
the organization or positioned in various online platforms to address the customers’
demands.
D. Enhance customer recovery. The approach involves the conversion of unsatisfied
customers into satisfied customers.
2. Metrics for success measurement
A. For the organization to measure the success of the mitigation strategies some of the metrics
for determination of success involve; the sales indicators. The volume of sales within the
organization will depict an aspect of whether the customers are satisfied.
3. Process for determining root causes
A. The determination of the underlying causes will apply the six sigma including; definition
of the problems that customer faces.
B. Analyzing the problem. At this step, the underlying causes are analyzed, through the
determination of the activities and operations that led to the customer service issue.
4. Conclusion
A. Alimna bank organizations have faced customer service defects due to their delay in
addressing the customers’ demands, and if it happens on time it does not meet the
expectations.
B. To come up with a robust methodology there should be a thorough identification of the
underlying causes of the problem, through organization assessment to come up with a
significant plan to mitigate the problem.
Running head: SIX SIGMA
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Six Sigma
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