Academic journal article European Journal of Sustainable Development

Customer Satisfaction Measurement and Analysis Using Six Sigma in Telecom Sector of Pakistan

Academic journal article European Journal of Sustainable Development

Customer Satisfaction Measurement and Analysis Using Six Sigma in Telecom Sector of Pakistan

Article excerpt

1. Introduction

During the last few decades, many quality improvement methodologies have been used extensively by organizations to improve products and services. Techniques like continuous quality improvement (CQI) and total quality management (TQM) have been used to provide modest, incremental improvements, whereas techniques like reengineering and Six Sigma have been used for making drastic changes to existing processes.

Six Sigma is a disciplined approach to improving product, process and service quality. Linderman et al. (2003) define Six Sigma as an organized and systematic method for strategic process improvement and new product and service development that relies on statistical methods and the scientific method to make dramatic reductions in customer defined defect rates. Six Sigma has evolved significantly and continues to expand to improve process performance, enhance business profitability and increase customer satisfaction. Quality management has been an extremely important management strategy for achieving competitive advantages and improvements. Traditional quality concepts like Statistical Quality Control1, Statistical Process Control, Zero Defects and Total Quality Management, have been major key players for many years; While Six Sigma is a more recent initiative quality improvement to gain popularity and acceptance in many industries as well as service industries across the world (Hendry and Nonthaleerak, 2005).The basic elements of Six Sigma like Statistical Process Control, Failure Mode Effect Analysis, Gage Repeatability and Reproducibility and there are other tools that have been on reduction of rejects and enhancing the quality. Six Sigma provides a basic framework in which all these tools can be performed with management support (see, Bhargava et al. 2010).

According to 3D Educators (2011), Six Sigma Green Belt training provides participants with enhanced problem-solving skills, with an emphasis on the DMAIC (Define, Measure, Analyze, Improve and Control) model. Six Sigma Green Belt certification helps the employee serve as a trained team member within his or her function-specific area of the organization. This focus allows the Green Belt to work on small, carefully defined Six Sigma projects, requiring less than a Black Belt's full-time commitment to Six Sigma throughout the organization (see, Figure 2).

3D Educators (2011) further elaborates six sigma models for practitioners (see, Figure 3) on the following points:

* Communicating a business strategy across the organization

* Integrating with Lean Manufacturing, TOC, & other improvement methods

* Applying the DMAIC improvement process

* Selecting successful Six Sigma projects and project teams

* Planning and executing projects

* Significantly increasing profitability through Six Sigma projects

* Selecting the right statistical tools

This study has been carried out at Ufone Franchises in Abbottabad, Pakistan, to finds the customer satisfaction using a step~by~step application of the Six Sigma DMAIC (DefineMeasure- Analyze-Improve-control) approach to eliminate the defects. This has helped to reduce defects and customer problems at customer service centre of Ufone franchise, Abbottabad. I t will eventually lead to improve productivity and on time delivery to customer. The objectives of the study examine the efficacy of Six Sigma quality initiatives in the telecom service industry. This paper provides insights into some aspects of the Define, Measure, and Analyze phases of the DMAIC strategy application to selected Ufone franchises. The results find that the potential for achieving and sustaining lower costs, greater efficiency, reduced cycle times, and overall improved customer care, exists with careful planning and properly executed Six Sigma programs designed for telecom sectors.

This paper is organized in five sections. Section 2 shows a literature review. Section 3 provides data source and methodological framework. …

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