Improving the odds: Combining Six Sigma and online market research for better customer service
Date
2006
Authors
Rylander, David H.
Provost, Tina
Journal Title
Journal ISSN
Volume Title
Publisher
Society for Advancement of Management
Abstract
The conventional methods of gauging customer satisfaction aren't good enough any more. By the time a paper survey alerts a company of customer satisfaction problems, that customer is probably history. Technology, especially online market research tailored to each customer, should be harnessed to provide customer feedback to the front-line employees fast and accurately. Better yet, melding online technology with the principles of Six Sigma - a customer-focused, quality-improvement initiative should enable organizations to make rapid decisions based on accurate information. Two case studies show how this process can work.
Description
Article originally published in SAM Advanced Management Journal, 71 (1), 13-19. English. Published online 2006. https://www.proquest.com/docview/231244009?pq-origsite=gscholar&fromopenview=true
Permission to deposit this file was given through direct contact with the publisher. For more information please see the faculty member's entry in Project INDEX -- EDH 7/6/23
Permission to deposit this file was given through direct contact with the publisher. For more information please see the faculty member's entry in Project INDEX -- EDH 7/6/23
Keywords
Human contact, Customer dissatisfaction, Quality management techniques
Citation
This is the published version of an article that is available at https://www.proquest.com/docview/231244009?pq-origsite=gscholar&fromopenview=true. Recommended citation: Rylander, D., & Provost, T. (2006). Improving the odds: Combining Six Sigma and online market research for better customer service. SAM Advanced Management Journal, 71 (1), 13-19. This item has been deposited in accordance with publisher copyright and licensing terms and with the author’s permission.