Customer Satisfaction and Retention Improves with Six Sigma

2006 ◽  
pp. 101-116
Author(s):  
Lynnette Leathers
Keyword(s):  
Customer Satisfaction ◽  
Six Sigma

Perbaikan Kualitas Produk Batu Bata Merah Dengan Metode Six Sigma-Dmaic (Studi Kasus Cv. Ghatan Fatahillah Karawang)

UNISTEK ◽  
2021 ◽  
Vol 8 (1) ◽  
pp. 6-10
Author(s):  
Egar Naufal Ari Satya ◽  
Wahyudin Wahyudin
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Six Sigma ◽  
Quality Standards ◽  
Research Results ◽  
Machine Performance ◽  
Fishbone Diagram ◽  
And Control ◽  
Dmaic Method

Abstrak. Dunia industri yang semakin berkembang akan mengakibatkan banyaknya persaingan. Perus-ahaan yang dapat bersaing adalah perusahaan yang dapat menjaga  kualitas produknya dengan baik sehingga dapat memenuhi kepuasan konsumen. Maka dari itu diperlukan pengendalian kualitas. Penelitian ini difokuskan pada penurunan cacat pada produk batu bata merah di CV. Ghatan Fatahillah dengan metode Six Sigma-DMAIC (Define, Measure, Analyze, Improve, dan Control). Dari hasil penelitian didapatkan DPMO sebesar 36.212 dengan nilai sigma 3,29. Jenis cacat yang paling sering terjadi pada batu bata merah yaitu pecah/patah yaitu sebesar 4.327 atau 59,81% dari total keseluruhan produk yang cacat.  Hasil dari tahap analyze dengan fishbone diagram, ditetapkan penyebab dari pecah/cacat, yaitu: pekerja kurang paham standar kualitas, tidak adanya pemeriksaan produk, pekerja kurang paham prosedur kerja, kinerja mesin tidak stabil, pekerja kurang teliti,  jumlah penggilingan tidak menentu, dan komposisi batu bata tidak menentu. Maka perlu dilakukan usulan perbaikan agar dapat mengurangi jumlah produk yang cacat pada batu bata merah. Kata kunci: DMAIC, DPMO, Pengendalian Kualitas, Six Sigma Abstract. The growing industrial world will result in a lot of competition. Companies that can compete are companies that can maintain the quality of their products well so that they can meet customer satisfaction. Therefore, quality control is needed. This research is focused on reducing defects in red brick products at CV. Ghatan Fatahillah with the Six Sigma-DMAIC method (Define, Measure, Analyze, Improve, and Control). From the research results obtained DPMO of 36,212 with a sigma value of 3.29. The type of defect that most often occurs in red bricks is broken / broken, which is 4,327 or 59.81% of the total defective products. The results of the Analyze stage with the fishbone diagram showed that the causes of breakage / defects were determined, namely: workers do not understand quality standards, lack of product inspection, workers do not understand work procedures, unstable machine performance, workers are not careful, the number of mills is erratic, and composition erratic bricks. So it is necessary to make improvement proposals in order to reduce the number of defective products in red bricks. Keywords: DMAIC, DPMO, Quality Control, Six Sigma

scholarly journals Analisis Perbaikan Proses Shipping Kursi Mobil Dalam Upaya Mengurangi Frekuensi Terjadinya Delay Delivery

2019 ◽  
Vol 4 (1) ◽  
pp. 1
Author(s):  
M Yani Syafei ◽  
Andi Muhamad Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Production Process ◽  
Six Sigma ◽  
Automotive Sector ◽  
Roller Conveyor ◽  
Car Seats ◽  
Temporary Storage ◽  
Moving Base ◽  
A Company

PT. FSI is a company engaged in the automotive sector. Increased demand and efforts to meet customer satisfaction, then encouraging companies to continue to make various improvements including the shipping department, which is to facilitate the delivery of products to customers. One of the causes of the delay in the delivery of products to customers (delay delivery) is that there is a problem in the pre-delivery process, namely the storage conveyor machine. A storage conveyor machine is a machine that connects from the results of the production process to the temporary storage of goods which are then put into trucks to be sent to consumers.<br />The objective achieved in this study was to analyze the causes of the delay delivery in the process of shipping car seats on conveyor storage machines and make improvements to reduce the jammed base pallet frequency on the storage conveyor machine using the six sigma method. Based on the results of the research and analysis that have been carried out, it turns out that the case of the jammed base pallet on the conveyor storage machine is the cause of delay delivery to the customer and then make improvement to overcome or reduce the frequency of jammed base pallet problems on the storage conveyor machine by adding sponges to the shaft roller conveyor. The addition of sponge rolls is intended to increase power when moving base pallet between stations.

Application of DMAIC Tools for Locomotive Maintenance Optimization

2012 ◽  
Vol 224 ◽  
pp. 221-224
Author(s):  
Guang Yu Mu ◽  
Wen Xiao Zhang ◽  
Dong Juan Xue ◽  
Lan Lan Pan
Keyword(s):  
Customer Satisfaction ◽  
Six Sigma ◽  
Repair Process ◽  
Maintenance Optimization ◽  
Examination System ◽  
Maintenance Service

The quality improving of locomotive maintenance service is studied based on Six Sigma. The maintenance service progress has been optimized by DMAIC mode. First of all, the quality problems have been proposed. Then, the factors which impact on quality of after-sales service are found by QC tools. Secondly, the main problems in the progress would be controlled conveniently. Finally, the improved maintenance services process is developed correspondingly. In order to ensure the quality of the maintenance in the delivery period, some measures are taken such as adjusting the allocation time in the repair process, developing a strict examination system. The result shows that the maintenance efficiency and customer satisfaction has been improved significantly.

Combining Six Sigma with Kaizen Blitz for Enhancing Process Interaction

2010 ◽  
Vol 26-28 ◽  
pp. 1220-1225
Author(s):  
Mao Zhu Jin ◽  
Zhi Wei Zhao
Keyword(s):  
Customer Satisfaction ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Customer Requirement ◽  
Pdca Cycle ◽  
Small Project ◽  
Similarities And Differences ◽  
Short Time ◽  
Process Interaction

It’s imperative to find appropriate way for company to achieve the goal to quickly respond to customer requirement and increase customer satisfaction. This encouraged them to adopt either Six Sigma for improving process through process interaction or Lean for reducing waste in processes. However, both Six Sigma and Lean have limitations. As a result, the enterprises tend to combine their strengths. This paper represents similarities and differences between Lean, Six Sigma and Kaizen. Furthermore, the integration between the techniques and tools of TQM, Six Sigma and Lean help to find a way integrating Six Sigma and Kaizen. The paper combines Six Sigma with Kaizen Blitz (DMAIC-KB) which is based on advantages of Six Sigma and Kaizen concept under PDCA cycle. This approach emphasizes on small project, customer requirement response and customer satisfaction in short time by detecting, analyzing and improving the problems and dysfunctions during process via process interaction.

Reducing pharmacy patient waiting time

2018 ◽  
Vol 31 (7) ◽  
pp. 834-844
Author(s):  
Shoaib Alam ◽  
Muhammad Osama ◽  
Faheem Iqbal ◽  
Irfan Sawar
Keyword(s):  
Computer Simulation ◽  
Customer Satisfaction ◽  
Waiting Time ◽  
Six Sigma ◽  
Simulation Modelling ◽  
System Modelling ◽  
Evidence Based ◽  
Content Type ◽  
Patient Waiting Time ◽  
Patient Waiting

Purpose Pharmacy services start right from prescribing medicines and continue as the medication’s effect is monitored. Hospital and community pharmacy staff promote rational prescribing and medicine use. Consequentially, pharmacy is a complex and busy field. Often there are peak workload hours when patients must wait, which is associated with patient dissatisfaction that may negatively affect patient experience and the organisation’s reputation. The purpose of this paper is to enlist techniques, methods and technological advancements that have been successfully employed to reduce patient waiting time. Design/methodology/approach A database search was conducted in 2017 to locate articles addressing methods and technologies that reduce pharmacy waiting time. The literature revealed various techniques and technologies like queuing theory, tele-pharmacy, evidence-based pharmacy design, automated pharmacy systems (robotics), system modelling and simulation and the Six Sigma method for identifying potential problems associated with increased wait time. Findings The authors conclude that various techniques and methods, including automated queuing technology, tele-pharmacy, automated pharmacy devices/machines for quick and accurate filling and dispensing, computer simulation modelling, evidence-based pharmacy infrastructure for smooth workflow and Six Sigma can maintain customer satisfaction, reduce waiting time, attract new customers, decrease workload and improve the organisation’s reputation. Practical implications The authors conclude that various techniques and methods, including automated queuing technology, tele-pharmacy, automated pharmacy devices/machines for quick and accurate filling and dispensing, computer simulation modelling, evidence-based pharmacy infrastructure for smooth workflow and Six Sigma methodology can maintain customer satisfaction, reduce waiting time, attract new customers, decrease workload and improve the organisation’s reputation. Originality/value The authors carried out a literature search and identified the techniques that have been successfully implemented to reduce pharmacy patient waiting time and methods that can identify potential process behind medication dispensation delays.

scholarly journals Selection Criteria for Six Sigma Projects in Slovenian Manufacturing Companies

Organizacija ◽  
2009 ◽  
Vol 42 (4) ◽  
pp. 137-143 ◽  
Author(s):  
Dušan Gošnik ◽  
Matej Hohnjec
Keyword(s):  
Customer Satisfaction ◽  
Cost Analysis ◽  
Six Sigma ◽  
Business Strategy ◽  
Selection Criteria ◽  
Manufacturing Companies ◽  
Quality Cost ◽  
Financial Benefits ◽  
Tools And Techniques ◽  
Selection Of

Selection Criteria for Six Sigma Projects in Slovenian Manufacturing CompaniesResearches reveal that successful six sigma implementation is related to proper six sigma project prioritisation and selection. This research is limited to the selection of six sigma projects in some manufacturing companies in Slovenia. The purpose of this study is to identify what criteria are considered for prioritisation and selection of six sigma projects and how six sigma projects are selected. A research sample is limited by the number of companies which have implemented six sigma so far. The results indicate that Slovenian manufacturing organisations tend to select six sigma projects based on criteria such as customer satisfaction, connection with a business strategy financial benefits, and growth of the organisation. Several tools and techniques such as quality cost analysis, brainstorming and interviews are used to identify and prioritise projects. Identification of the most commonly used criteria to select six sigma projects can help practitioners to select projects based on multiple criteria by using tools and techniques identified in this study. This topic has not been applied in the field of Slovenian manufacturing companies and thus it presents the first study in this field in Slovenia.

scholarly journals Implementation of Lean Six Sigma in public Road Transportation

2019 ◽  
Vol 9 (1) ◽  
pp. 4937-4940
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Customer Requirements ◽  
Road Transportation ◽  
Defect Reduction ◽  
Defect Identification ◽  
Public Road ◽  
Lean Tools

This paper presents the defect identification, defect reduction and continuous improvement in public road transportation by using lean six sigma methodologies. Lean methodologies will reduce the waste i.e. unnecessary efforts or tasks. The main aim of lean is to improve productivity i.e. to increase profit to the organization. The six sigma methodologies are centered towards the elimination of variations i.e. reduction of defects. The main objective of six sigma is 3.4 defects per million opportunities, whichlead to fulfilling the customer requirements. The six sigma tools arearithmeticaland statistical based. The lean mainly focused on the flow and the six sigma mainly focused on the problem. By combining, these two methodologies and implementing in public road transportation will leads to increase the profit of the organization and customer satisfaction. The results achieved by using DMAIC methodology and lean tools.

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