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8
Item Analysis and Cluster Analysis to
Gather “Voice of the Customer” (VOC)
Data from Employees at a Service Firm
A service rm decides to improve employee satisfaction via a Six Sigma proj-
ect. To this end, the management brainstorms to identify three factors to
which employees might give importance: empowerment, ease of commute
to work, and challenging work.
Section 8.1 gives a brief description of the dene phase. Sections 8.2 and
8.3 illustrate the measure and analyze phases, respectively, with detailed
instructions for using Minitab
®
. The improve and control phases are briey
explained in Section 8.4.
8.1 Define Phase
The objective is to ...