Study On The Customer Service In Six Sigma Management And Application

Six Sigma is based on data and facts,principally aimed on satisfying and exceeding customer requirement,on the basis of continuous improvement of manufacture andservice process,targeted on raising efficiency and reducing cost, as all staff participatingand establishing and improving the culture of enterprise quality as its soul.The great success of Six Sigma Management in Motorola and GE is drawing highattention world-widely.More and more enterprises have discovered the value of SixSigma Management in practice.The customer satisfaction of L2 Support Team of Trendmicro (China) Inc. is only 75.45%,which is instability and have continued to decline.The KPI is well below the target (85%) of requirement.For resolving this problem,the senior managemeng team set up the 6 sigma project team.The team try to find the cause of the low customer satisfaction of L2 Support Team and do some change for increaseing the customer satisfacto to 85% or more by using six sigma management.This thesis describes the application of the 6 Sigma management methodology and tool in the Service Industry. Through Brainstorming among the Technical Leaders, Potential Failure Mode and Effect Analysis (FMEA), and Regression Analysis of the partner satisfaction data using MINITAB,4 main drivers-the technical breadth and knowledge of the engineers, the solutions which help the partner solve real problems, fast response and quick solution, and the effective communication skills of the engineers were identified. Then corresponding actions, such as improve and detail the process and strengthen the engineers'technical level and knowledge, were taken to increase customer satisfaction.During the quality improvement of the L2 Support team business, this thesis strictly followed the 6 Sigma's DMAIC process to define measure, analyze, improve and control the problems. The MINITAB statistic tool was also used to effectively and scientifically analyze the partner satisfaction data. The description of the Quality Improvement procedure of the L2 Support Team in this thesis is a real project.