The public demands and expects better quality products and service. DEFINE IV.A.1 VOICE OF THE CUSTOMER/IDENTIFICATION Customer Service The customer driven company is beginning to emerge in America. DEFINE IV.A.1 VOICE OF THE CUSTOMER/IDENTIFICATION External Customer Segmentation (Cont d) In contrast, the business customer acts in the following manner: C There are a very small number of business customers C The amount purchased per transaction is quite large C The purchase is handled through specialized personnel C The customer may know more about the requirements than the producer C The supplier may allow the customer access to all sorts of information It is also important to look at the market for the next two to five years and estimate how it will change and grow.ħ V-8 (322) V. DEFINE IV.A.1 VOICE OF THE CUSTOMER/IDENTIFICATION External Customer Segmentation (Cont d) The consumer customer market differs from the business market as follows: C The consumer market has a large number of customers C The majority of consumer purchases are small in actual dollar amounts C The transaction is usually a simple purchase C Most consumers are not very knowledgeable about the product C The supplier does not share proprietary information with the consumerĦ V-7 (321) V. They provide key linkages between detailed process measures and summary business results, and help identify important relationships and root causes.ĥ V-7 (320) V. Operational efficiency measures relate to the cost and time required to produce the products. Breyfogle indicates that they should have a longer-term perspective and reflect the total variation that the customer sees. Business effectiveness measures track how well products are meeting customer needs (external focus). PROCESS MANAGEMENT II.C.1 BUSINESS MEASURES/PERFORMANCE MEASURES Operations Level Metrics Six sigma provides new metrics for managing complex operations. Business (executive) level metrics comprise summaries of detailed operations and financial results reported monthly, quarterly, or annually.Ĥ III- (139) III.
PROCESS MANAGEMENT II.C.1 BUSINESS MEASURES/PERFORMANCE MEASURES Business Level Metrics Business level metrics are typically financial (external) and operational (internal) summaries for shareholders and management. 1 INTRO-1 (1) THE SIX SIGMA BLACK BELT PRIMER by Quality Council of Indiana - All rights reserved Fourth Edition - September, 2014 Quality Council of Indiana 602 West Paris Avenue West Terre Haute, IN TEL: FAX: 000Ģ INTRO-7 (2) CSSBB Primer Contents I.
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