Outstanding Foundation of Customer Satisfaction

books:


	• Power of Six Sigma Subir Chowdhury Kaplan Business, 2001 - 144 pages average customer review:based on 51 reviews view larger image
	for more information click here

highly recommended

Very good introductory essay

This is an excellent, quick, and straightforward introduction to what Six Sigma is all about. Any business that ignores the customer is pretty much doomed. Any business that listens to its customers and provides the quality and service the customers want is virtually guaranteed to grow and increase its profits. This little book is a nice way to whet your appetite for how the Six Sigma process can transform your business and your working life.

6-Sigma Explained

Mr Joe Metter, a manager at American Burger, is suddenly laid off after 20 years of work there. By impulse and out of panic he calls his old buddy Larry Hogan. Larry turns out to be an executive with American Pizza. American Burger and American Pizza are subsidiaries of American Foods, and Larry and Joe had met each other while both worked in the mailroom at American Foods where they started their careers. The two friends agree to meet for lunch, and it is over lunch that Joe learns about 6-Sigma.

Larry's company, American Pizza previously a weak link in the American Foods chain, is doing very well; it is on the 6-Sigma diet, so to speak. And what is that? Six Sigma is "a statistical measure and a management philosophy" (p.17) that reduces error, waste, and corresponding cost. Page 28ff focus on the technical definition. By reducing error and waste, 6-Sigma increases customer satisfaction and company profitability simultaneously.

However, before there are satisfied customers and profitable firms, 6-Sigma empowers people. The book describes six steps to empowering people: problem definition, measurement, analysis, improvement, and control. See page 93.

Once people are empowered, it's time to put the process to work. The process aims at customer satisfaction. This is followed by product/service delivery. Profitability is simply a function of customer satisfaction. In other words, the goal of 6-Sigma is to reduce error and waste. The objectives for accomplishing those goals are: problem definition, measurement of desired outcomes, analysis, improvement, and control.

I have read six books of different lengths on Six Sigma in the last four years. This is by far the clearest and easiest to read. Kudos!

Amavilah, Author
Modeling Determinants of Income in Embedded Economies
ISBN: 1600210465

for more information click here

Outstanding Foundation of Customer Satisfaction

I found this latest offering by Dr. Subir Chowdhury to be an excellent review of how to satisfy customers. The books start out by using the dilemma that many organizations find themselves in today (losing market share and/or customers). Then allows the manager to find a way to be directly involved in identifying how to satisfy the organization's perspective/actual customers (actual contacts). I highly recommend this book to anyone who wants to improve his or her performance.

The Power of Six Sigma

The books we purchased were for our office staff - feed back has been good. Well worth the time to read...

for more information click here

Power Book

If you want a high level understanding of Six Sigma this is it. What an excellent story that is so true for many organizations. Read this book and learn from it.

reviews: page 1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Never before has a business initiative transformed corporations so dramatically. While it has been credited with improving productivity, slashing costs, and improving profit margins, it can cause much angst among employees who need to change the way they currently work and adhere to a new philosophy. That's where characters Joe and Larry step in to deliver The Power of Six Sigma. This fictionalized tale simplifies a complicated topic through the lives of two typical business professionals. Contrary to other books on the subject, The Power of Six Sigma explains the overall philosophy of Six Sigma effectively in a nonthreatening way, taking no more than two hours to read.

for more information click here

hot