Introduction
The corporation seeks to provide high-quality services in the industry. It is a reference company in the electronic sector. The customers are complaining about the delays in response time. As a result, the customers’ satisfaction has decreased. The customers have raised issues on defects in the products. The corporation consumes time when assessing their products. The company needs to improve the quality of its products to impress their customers (Abreu, Sousa, & Lopes, 2012) . The other area that the company needs to improve is the response time. It will enhance their performance where they will meet their goals of high standards.
Analysis
The primary goal of the company is to provide high-quality products and services to their customers. There have been complaints from customers which indicate that the company is not meeting high standards. It is an indication that the company’s performance is low. The customer’s satisfaction has decreased due to the weak performance of the company. Firstly, there are delays in moving the defected products in the department. Customers raise issues about the products for the company to improve. The departments consume time before carrying out a PQA (Product Quality Analysis). The delays in assessing the outcomes can reduce the customers' interest (Abreu, Sousa, & Lopes, 2012) . Secondly, the company does not give a clear description of the products’ defects. The resident engineers do not establish the actual weakness of the product. Consequently, the company improves the wrong parts of the product. It lowers the customers’ satisfaction because the company does not meet their needs (Abreu, Sousa, & Lopes, 2012) . Customer satisfaction has a direct effect on the company’s profit.
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The company needs to improve the movement of products in the department. The assessment process can be carried out on time. The company can take immediate action after analyzing the defects in their products. The company needs to improve the quality of the assessment gadgets to detect the actual errors in their products. The customer satisfaction can improve because the company will meet their needs. The corporation will aim at improving their products to meet their customers’ preferences (Abreu, Sousa, & Lopes, 2012) . The company’s profits can increase due to the improvement in customer satisfaction.
Solution
The company needs to incorporate the six sigma model. The six sigma process is effective in reducing costs, errors, and complaints. The process is effective in increasing customer satisfaction, efficiency, and delivery of facilities. Six Sigma process decreases the performance gaps. Basing on our case, the six sigma method can be used to increase customer satisfaction by reducing the defects and complaints. Citibank implemented the six sigma model in their processes and the credit decision cycle reduced from 28 to 15 days (Rucker, 2000). JP Morgan Chase has reduced their failures in their efficiency to customers after applying the six sigma process. Subsequently, customer satisfaction has increased, and the process cycle has decreased by 30% (Abreu, Sousa, & Lopes, 2012) . In an assessment carried out by celerant consulting, the advantages of incorporating the six sigma model include improving customers’ satisfaction and increasing annual savings. It reduces the processing time of transfers and defects. The annual savings for the financial institution in celebrant consulting study increased from $ 74,000 to 700,000. The administrative expenses in the financial institution decreased after the application of the six sigma model. The six sigma framework eliminated unnecessary processes which reduced the administration costs (Celerant Consulting, 2011). The customer satisfaction of British Telecom Wholesalers increased after the application of six sigma process (Abreu, Sousa, & Lopes, 2012) .
The company can use the DMAIC model to implement the six sigma process. The main stages of the model include define, measure, assess, improve, and control. The stages are essential in the successful implementation of the six sigma process. It is critical for the company to define their goals of incorporating the six sigma model. Subsequently, the company needs to measure the effectiveness of the six sigma process. The company can then assess the challenges that can be encountered during the implementation of the six sigma process. It can then make improvements in the weak areas. Finally, the company can control the processes for the effective incorporation of the six sigma framework (Abreu, Sousa, & Lopes, 2012) .
Justification
The process will reduce the errors in the production process. As a result, the company will produce high-quality goods. The six sigma process is designed to improve the company’s efficiency by eliminating errors in the processes.
The six sigma process will reduce the time for the product quality assessment process. The company will meet the demands of the customers on time because they will reduce the assessment time.
The customer satisfaction will improve due to the production of high-quality goods and a reduction in time in the PQA process. The company will fulfill the preferences of the customers by providing high-quality services. They will also meet the demands of the clients after improving the products on time.
Summary
It is the goal of every company to produce high-quality goods to meet the needs of the customers. Customers raise complaints in case the company does not meet their needs. This is a threat to the company because their margins might reduce. The company has to incorporate processes that can improve their efficiency to satisfy their clients. A company needs to implement models that enhance their operations to fulfill the consumers’ demand, eliminate errors, and enhance their operations.
References
Abreu, P., Sousa, S., & Lopes, I. D. S. (2012). Using Six Sigma to improve complaints handling. In World Congress on Engineering 2012 (WCE 2012) (pp. 1363-1368). International Association of Engineers (IAENG).
Celerant Consulting. (2011). Better services with lower opex -everyone wins. Retrieved from http://www.celerantconsulting.com/Downloads/CaseStudies/Short/Celerant CS - Better services with lower OPEX - everyone wins.pdf
Rucker, R. (2000). Citibank increased customer loyalty with defect-free processes. Journal of Quality and Participation, 23(4), 32-36.
