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Use Customer Feedback To Choose Six Sigma Projects
Chalmers University of Technology, Gothenburg, Sweden.
Alstom Power, Finspång, Sweden.
2003 (English)In: Six Sigma Forum Magazine, ISSN 1539-4069, Vol. 3, no 1, 17-21 p.Article in journal (Other (popular science, discussion, etc.)) Published
Abstract [en]

Six Sigma methodology offers an organization significant improvement potential, but project selection is often a problem. A formalized customer feedback system can provide reliable and valuable information to a project selection team, since dissatisfied customers are a continuous source of ideas concerning product innovation and improvement. A case study illustrates how a Swedish turbine manufacturer uses feedback as a driving force in a process improvement process (PIP) that allows selection of Six Sigma projects vital to the development of new products. The application of Six Sigma allowed the firm to expand a fault handling process based on customer dissatisfaction from a product support process to one that encompass process issues as well. Implementation of the PIP is still in progress, but the improve phase has been completed and the check phase is in progress. Faults classified from process owners have resulted in the identification of 67 potential Six Sigma projects.

Place, publisher, year, edition, pages
American Society for Quality , 2003. Vol. 3, no 1, 17-21 p.
Keyword [en]
Feedback, International case study, Process improvement, Process quality, Product development, Customer complaints, Project selection, Six Sigma, Strategic planning, Voice of the customer (VOC), Product quality
National Category
Business Administration
URN: urn:nbn:se:liu:diva-100852OAI: diva2:664034
Available from: 2013-11-13 Created: 2013-11-13 Last updated: 2013-11-25Bibliographically approved

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Cronemyr, Peter
Business Administration

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