Application of Six Sigma Methodology to Improve Customer Complaint Management

Gulsah SISMAN; Fatma DEMIRCI OREL

Makale detayları

Application of Six Sigma Methodology to Improve Customer Complaint Management

Yazarlar:

Gulsah SISMAN | Fatma DEMIRCI OREL

Ana Başlıklar:

Sosyoloji & antropoloji

Dergi:

The Eurasia Proceedings of Educational and Social Sciences 2020 Vol.19, pp.1-10

Belge Tipi:

Makale

Yayın Tarihi:

12/2020

Belge Dili:

İngilizce

Document ID (Org No.):

2000657987

Özet:

 

In today’s competitive business environment, customer satisfaction is one of the most critical factors for sustaining a long-term success in an organization. Customers are mostly satisfied when the organizations meet all their needs and expectations. This means, organizations need to listen the voice of the customers and manage the customers’ complaints in an appropriate way. In this paper, a case study about customer complaint management was carried out in a company from the plastics industry by applying six-sigma project management methodology. The aim of this project was to overcome the increase in the customer complaints by analyzing their root causes with six-sigma project management tools. The DMAIC methodology was used during the project which has been completed in nine months. In the end, customer complaints decreased %20 and the results show that six-sigma is a successful and encouraging tool for the improvement of customer complaint management process of any organization.

Makale detayları

Application of Six Sigma Methodology to Improve Customer Complaint Management

Yazarlar: Gulsah SISMAN | Fatma DEMIRCI OREL

Ana Başlıklar: Sosyoloji & antropoloji

Dergi: The Eurasia Proceedings of Educational and Social Sciences 2020 Vol.19, pp.1-10

Belge Tipi: Makale

Yayın Tarihi: 12/2020

Belge Dili: İngilizce

Document ID (Org No.): 2000657987

Sayı

Yazarlar:

Gulsah SISMAN | Fatma DEMIRCI OREL

Ana Başlıklar:

Sosyoloji & antropoloji

Dergi:

The Eurasia Proceedings of Educational and Social Sciences 2020 Vol.19, pp.1-10

Belge Tipi:

Makale

Yayın Tarihi:

12/2020

Belge Dili:

İngilizce

Document ID (Org No.):

2000657987