Since many small businesses are now worldwide with their online presence, the days of truly knowing the customers that frequent your establishment are not what they used to be. In the days of yore, you as the owner might see your customer on a daily basis and talk to them as “friends,” and they would give you an honest answer, as well as remaining loyal to your business. 

Now with the internet, businesses grow faster and quicker, and may not have the personal touch of a local business, so you can’t always establish those friendships with your customers. We discuss the Voice of Customer (VOC) in this infographic, which is an effective way to gather that pertinent information.

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Fast forward to present day. Many businesses are global because of the internet, which includes social media, such as Facebook, Instagram, Twitter, etc. The size of the business doesn’t matter because even if the business is small, they might have customers in another state or country.

This becomes an obstacle when wanting to fulfill your specific customer’s needs. Let’s face it: if you aren’t giving your customers what they require, your customers will leave.

So knowing the specifics of your customer base (even if they live across the globe) is of utmost importance. Six Sigma’s core of beliefs are based on customers and their requirements.

This infographic shows the many tools that Six Sigma uses for obtaining VOC (Voice of the Customer).

Learn more about our Six Sigma training courses and services.

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DMAIC  

D (Define): Here you want to state the issue in a clear, concise statement. Any details in relation to that issue, such as customer requirements, or VOC (Voice of the Customer).  Also state the objectives of the project in another clear concise statement.

M (Measure): Get a baseline of the current process and collect the data and see how your business stands as of right now. Create charts that make the information easy to read.

A (Analyze): Check out the current data and seek out what exactly are the possible hidden root causes of the issue. Identify waste.

I (Improve): Here, you are going to want to create new and improved processes based on the data you have collected and experimented on. Design new improvements.

C (Control): Here you want to design a monitoring plan to make sure you can standardize the new improved process. Document procedures.

Six Sigma methodology made such an impact on a large corporation such as General Electric. Imagine how Six Sigma could impact your business for the best.

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