| Through the DMAIC6Sigma management model to resolve customer complaints,customer complaints into a kind of innovation, improved customer complaints, will change toimprove a starting point of customer loyalty.The key problem to solve the problem lies in how to customer complaints aredecomposed, and find the real cause of customer complaints, and resolve customer complaints,how to maintain customer satisfaction, and improve customer loyalty!Through to the customer complaint information collection, defined using the6Sigmamodule (D) to complain of customer analysis, by listening to the customer VOC/VOB, furtherfor various factor measure, find out the definition of defect, through Y=F (x), customercomplaints into measurable factor, the various factor are defined using Kano graph, find canimprove customer satisfaction factor, and find the CQT, at this time, in fact, a hiddenopportunity, a further improve customer satisfaction, increase customer loyalty opportunities.Then the various factor to measure (M), especially CQT, to analyze the real reason (A)customer complaints, and then through the various improvement actions to improve (I),finally get the customer understanding, confirmed by the improvement of the event (C),further will the PDCA through gradually perfect, standard of. Finally, to not only meetcustomer requirements of quality, can provide can let customers have the joyful mood, toeliminate customer complaints, and lay a solid foundation for customer loyalty, and improvecustomer loyalty!By understanding the customer complaint on product installation anomalies, the clientthe scene confirmation, communicate and customers, enhance the customer expectation tounderstanding and judgment, and then through the establishment of the project team,customer complaint problem definition, decomposition, the various factor customer attentionfunction according to the division, status and synchronous measurement of various factorimprovement may, then, be unified analysis, through Platon, carries on the analysis to themain factor, will cause feedback to the relevant functions, countermeasures, improve, andthen feedback customer end confirmation. By improving circulation model PDCA to furtherimprove the problem. Finally to solve customer problems, and maintain customer satisfaction,increase customer loyalty... |
