Six Sigma Solutions

Overview

Discovering, understanding, and acting on customer CTQs (Critical to Quality) is critical to an effective Six Sigma initiative. However, capturing and analyzing VOC (Voice of Customer) data is one of the hardest tasks for many Six Sigma teams. CustomerSat helps by allowing organizations to quickly and efficiently capture VOC and identify the “real” CTQs. CustomerSat gives Six Sigma teams the ability to create and deploy surveys, immediately analyze the results and coordinate and drive responsive actions. Best-practice surveys ensure valid, reliable and actionable customer insights. Fast survey development and deployment support project momentum and success. Powerful interactive analytics enable Six Sigma teams to identify key CTQs and prioritize improvements. User portals and automatic results distribution keep everyone on the team informed about customer input. The ability to use web, email, IVR, phone and paper survey formats allow the most cost-effective methodology for every project, minimizing budget impacts.

Quickly and Effectively Capture and Gauge Voice of the Customer

CustomerSat Enterprise™ enables Six Sigma teams to collect VOC data through a fast, reliable and easily accessible multi-channel feedback system (web, phone and paper). With CustomerSat’s unique analytics tools, teams can quickly identify and prioritize CTQs. Companies such as Cessna, Honeywell, Motorola, and US Cellular empower their Six Sigma teams with actionable and cost-effective VOC and VOE (Voice of the Employee) metrics by leveraging CustomerSat’s real time measurement solutions. CustomerSat Enterprise adds customer input to all five DMAIC steps by allowing organizations to create and deploy multiple survey types including continuous transactional, relationship, and ad hoc surveys.

Define. CustomerSat helps you define the customer requirements for your project.

• Define the key issues that matter to internal and external customers, as well as the high level CTQs you want to validate and better understand, with the guidance of our expert professional services team.
• Identify the most important issues and isolate “nice-to-haves” from critical requirements through Key Driver Analysis that correlates CTQs with overall customer satisfaction, likelihood to re-purchase, and willingness to recommend.
• Quickly distinguish and communicate key drivers of overall satisfaction and loyalty through Key Driver Quadrant Charts.

Measure. CustomerSat Enterprise helps you measure the current situation.

• Maximize response rates through personalized invitations and intelligent reminders.
• Optimize reach and channel cost-effectiveness through CustomerSat’s multi-channel support (web, phone and paper).
• Improve sample targeting and reduce over-surveying with Touch Rules, ensuring statistical significance while protecting customers from too many feedback requests.

Analyze. CustomerSat Enterprise helps you identify root causes of defects.

• Gather data, identify the root causes, and confirm them through powerful, real-time graphical analytics. View survey results in graphical or tabular formats:
  • Trend Lines, Frequency Distributions, Correlation Analytics, Cross-Tabs, Top-and Bottom-Box Percentages, Comment Analytics, Significance Testing, Quadrant Charts, Customer Positioning Charts.
• Identify and compare key customer and market segments using filters.
• Automatically update the team on a regular schedule with Push Reports.
• Update team members with urgent feedback through Action Alerts.

Improve and Control. CustomerSat helps you use the knowledge you have gained to improve your organizational performance.

• Keep the organization informed of specific satisfaction issues and of improvements over time through analytics, Push Reports and Action Alerts.
• Build on the gains that you have achieved through recurring survey and analysis programs.
• Proactively address current and avert future issues and concerns before they reach the crisis stage.
• Coordinate and escalate responsive action enterprise-wide through Action Management, CustomerSat Enterprise’s built-in case management system.

Leverage Demonstrated Feedback Expertise for Six Sigma Efforts

In addition to our Managed Service , Self-Service and Managed Service Plus options, which enable you to adjust your feedback solution to meet your organizational needs, we also provides the following services to ensure the shortest distance from feedback to business success:

• Business/ Revenue Modeling aids in projecting the impact of satisfaction and loyalty changes on revenue and profits, measures ROI of customer feedback programs, and helps prioritize and set business strategy.
• Benchmarking helps organizations compare performance with similar companies, better prioritize improvement efforts, set internal and external standards of excellence, recognize and leverage strategic advantages, and anticipate customer requirements and identify potential vulnerabilities.
• WebFocus™ Groups help organizations determine key performance metrics for inclusion in questionnaires and probe respondents by segment to develop or refine action response strategies. They deliver the insights of multiple conventional conference room-based focus groups with higher quality data at a lower cost than traditional focus groups.