Improving the odds: Combining Six Sigma and online market research for better customer service
| dc.contributor.author | Rylander, David H. | |
| dc.contributor.author | Provost, Tina | |
| dc.creator.orcid | https://orcid.org/0000-0002-7778-0290 | |
| dc.date.accessioned | 2023-03-28T16:13:05Z | |
| dc.date.available | 2023-03-28T16:13:05Z | |
| dc.date.issued | 2006 | |
| dc.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 | |
| dc.description | 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 | |
| dc.description.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. | en_US |
| dc.identifier.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. | en_US |
| dc.identifier.uri | https://hdl.handle.net/11274/14753 | |
| dc.identifier.uri | https://www.proquest.com/docview/231244009?pq-origsite=gscholar&fromopenview=true | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Society for Advancement of Management | en_US |
| dc.subject | Human contact | en_US |
| dc.subject | Customer dissatisfaction | en_US |
| dc.subject | Quality management techniques | en_US |
| dc.title | Improving the odds: Combining Six Sigma and online market research for better customer service | en_US |
| dc.type | Article | en_US |