Corporate Leadership Profile
Are Your Customers Promoting You...Or Do You Have to Do It Yourself?By Sue ReynardIf you feel a slight rumble beneath your feet, it may well be the sound of a paradigm shifting.
For the better part of two decades, the mantra of "customer satisfaction" has been driven into the minds of Six Sigma practitioners around the globe. Make sure you improve customer satisfaction, they've been told, and you'll reap the rewards in terms of profits and growth.
Now a new breed of customer metrics is winning plaudits.
The Future of Six SigmaBy Joseph A. De Feo, Don Linsenmann, Gianna C. Clark and Lucien P. GochettNext year Six Sigma turns 20. This approaching milestone leads inevitably to the reflection on where the methodology will go from here - How will it evolve? Where will it be applied? What will be its emphasis? We asked three deployment leaders and an industry expert for their thoughts. here are their responses:
- Joseph A. De Feo, President - Juran Institute
- Don Linsenmann, VP and Corporate Champion, Six Sigma - DuPont
- Gianna C. Clark, Managing Director, Six Sigma - Dominion
- Lucien P. Gochett, Senior Director, Business Process Improvement - Fidelity Investments
Looking for Project LeadersBy Sanjoy Kumar ParialGuidelines and Matricies for Superior Belt Selection
At the heart of every Six Sigma deployment are the improvement projects. Selecting the appropriate Green Belt and Black Belt candidates to lead those projects is a critical step in ensuring that a Six Sigma program provides the benefits intended. Overlooking the importance of this step can lead to slow progress and incomplete retults.
A Look Ahead for Six SigmaBy Michael MarxAlthough Six Sigma has simulation tools to predict future events and mitigate associated risks, there is no crystal ball for knowing what is in store for Six Sigma itself in 2007 and beyond. Through the responses of nearly 1,500 survey participants, we endeavored to add some clarity to the picture. Whether you think the methodology has seen its day and is shrinking into the pages of corporate history, or that Six Sigma is fundamental to business and will continue to proliferate, you will want to read the results of this research study.
Within this article:
Finding 2: The majority of companies that use Six Sigma are doing so enterprise wide or are planning a full rollout sometime in the near future.
Finding 3: Nearly half of the companies that currently do not use Six Sigma are not giving any consideration to an initiative.
Finding 4: No change in Design for Six Sigma (DFSS) implementations over 2005 survey.
Finding 5: Six Sigma is most often used as a toolset rather than a way to work. The future will bring more integration between Lean and Six Sigma.
"Final Tollgate" Project Example
Customer CorrespondenceBy Ross Bern
ScottishPower (SP) Energy Retail processes 550,000 customer email and letter correspondence items annually using a computer-based scan and workflow system. Of this total, 2.3 percent are categorized as complaints, and a small percentage of these are subsequently escalated by customers to the independent energy consumer watchdog, Energywatch. Other types of correspondence are governed by SP's guaranteed standard of replying to the customer within five days of receipt of inquiry; otherwise, a penalty is paid to the customer.
This project earned the award for "Best Six Sigma Project for Service and Transaction" from IQPC in January 2006.