February 2014
Intermediate to advanced
627 pages
22h 25m
English
Content preview from Quality Management for Organizations Using Lean Six Sigma Techniques
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234 Quality management for organizations using Lean Six Sigma techniques
13.3.7 Customer data collection
As mentioned earlier, feedback data from the customer is important for analysis. When
collecting data, it is important to know the various levels in the organization which get
affected. The levels can broadly be classied as follows:
• Business level
• Process level
• Operations level
The customers and their impacts are provided in Table 13.6.
13.3.8 Customer surveys
Better understanding of customer satisfaction is done through customer surveys.
The customer survey sample sizes and frequency will have signicant cost implica-
tions. Thecustomer ...
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