Improving Customer Satisfaction: An unexplored benefit of Lean Six Sigma Implementation

Improving customer satisfaction is a top priority for organizations, and mistakes are considered to be the root cause of all dissatisfaction.

So, eliminating or reducing errors can be a good way to ensure satisfied customers.

The lean six sigma methodology can play a key role in achieving that goal. Lean Six Sigma is a powerful combination of Lean and Six Sigma methodologies that can be used to eliminate waste, reduce variability, and increase efficiency in all aspects of business, including customer service. When applied correctly, Lean Six Sigma can help organizations to improve customer satisfaction, retain customers, and stay ahead of the competition.

Lean Six Sigma methodologies can play a crucial role in improving customer satisfaction. By eliminating waste, reducing variability, and increasing efficiency in customer service processes, organizations can improve customer satisfaction, retain customers, and stay ahead of the competition.

The DMAIC (Define, Measure, Analyse, Improve, Control) method can be applied to improve customer satisfaction by using these 5 steps –

  • Define – Quantify what can be considered as customer satisfaction.  The easiest way to find out if your customer is satisfied is to ask them. Use surveys, phone calls or any other means of communication for this.
  • Measure – Identify the gaps between the customers need and the current performance level of the organisation. An honest and objective assessment is the best way to identify and measure the gaps in customer satisfaction.
  • Analyse – An honest analysis of your organisations processes, teams and services is essential. Questions to ask are: “Who are the slack performers?”, “Where are the gaps in the processes?” “Where are the delays occurring?” Analysis is not about fault-finding, rather it’s about learning from mistakes.
  • Improve – Once you know the gaps, create a method to remove gaps. A clear action plan that is customer-centric will help you boost customer satisfaction and employee performance.
  • Control – Ensure that such gaps do not occur in future. Any action plan should be consistent and ongoing. Creating a company culture that supports continuous improvement and provides adequate training and support to employees is important to build better customer and employee relationships.

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