This book has two objectives. The first is to provide the reader with an approach for using the voice of the customer to identify Six Sigma projects and to guide their conduct. The second objective is to show the reader how to obtain the correct voice of the customer - customer value. Customer value is not new; what is new is our ability to measure it. And with this newly discovered ability to measure customer value comes an opportunity to inform Six Sigma projects and initiatives to make them more responsive to customer needs and more responsive to the organization's bottom line.In other words, the more a corporation can improve quality (lower defects), the lower will be its costs and the more it will be able to charge for that quality, thereby ... customers evaluate between different levels of quality and different levels of price provided by the various providers of a product or service. ... It is the competitive essence of Neiman Marcus, BMW, Rolex, superior performing stocks, and so on.
|Title||:||Strategic Six Sigma for Champions|
|Author||:||R. Eric Reidenbach, Reginald W. Goeke|
|Publisher||:||ASQ Quality Press - 2006|