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Lean Six Sigma and Voice of customer

Analyse and optimise processes to improve customer satisfaction.

Lean Six Sigma defines an approach and principles for the analysis of operational performance, which cover four fundamental domains.

 

1. Process Management

The objective is to develop efficient and reliable processes, which are capable of meeting given timeframes, the degree of quality required and costs acceptable to the customers.

VOICE OF THE CUSTOMER (VOC)
AN ANALYSIS OF THE VOICE OF THE CUSTOMER  IS THE STARTING POINT FOR ANY LEAN SIX SIGMA PROJECT.

The objective is to understand the customer’s demand:

  • Identify customer needs with regard to Quality, Times and Price.
  • Identify the “Critical to Quality” (CTQ) characteristics.

According to the processes analysed and the type of demand, we then carry out in-depth analyses: from a simple verification of the needs of internal customers to the more complex analysis of the relationship between customer needs and the specific characteristics of the process.

In real terms this involves, based on an analysis of the Voice of the Customer (VOC), analysing the process from end to end (using the different Lean tools: process mapping, value stream management), eliminating waste (“muda”), synchronising flows, standardising activities and spreading quantities and variety to meet the variability of demand.

 

2. Performance management

This consists of introducing, at all levels of the operation, a system and method of performance management with performance indicators adapted to each level of the organisation and a structured process for performance management: deployment of objectives cascaded down, regular meetings, PDCA cycle, indicator monitoring…

 

3. Behaviour Development

An efficient organisation is underpinned by responsible teams that operate in compliance with standardised processes. It is therefore important to introduce different methods of operating, based on the development of people and their responsibilities (empowerment), with effective leadership processes focused on developing skills and supporting change.

 

4. Organisation

The organisation will be defined in accordance with the constraints of the cross-functional management of flows, responsibilities and professional skills required for the effective management of processes and development of human resources.

Lean Six Sigma therefore helps you transform your organisation into an efficient, customer-focused and “knowledgeable” organisation. 

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