Application of Six Sigma Methodology to Improve Customer Complaint Management

Gulsah SISMAN; Fatma DEMIRCI OREL

The Eurasia Proceedings of Educational and Social Sciences

Conference Paper

Application of Six Sigma Methodology to Improve Customer Complaint Management

Year 2020, Volume: 19 , 1 - 10, 31.12.2020

Gulsah SISMAN Fatma DEMIRCI OREL

Abstract

In today’s competitive business environment, customer satisfaction is one of the most critical factors for sustaining a long-term success in an organization. Customers are mostly satisfied when the organizations meet all their needs and expectations. This means, organizations need to listen the voice of the customers and manage the customers’ complaints in an appropriate way. In this paper, a case study about customer complaint management was carried out in a company from the plastics industry by applying six-sigma project management methodology. The aim of this project was to overcome the increase in the customer complaints by analyzing their root causes with six-sigma project management tools. The DMAIC methodology was used during the project which has been completed in nine months. In the end, customer complaints decreased %20 and the results show that six-sigma is a successful and encouraging tool for the improvement of customer complaint management process of any organization.

Keywords

Six-sigma, customer complaints, customer satisfaction

References

Antony, J. (2006). Six sigma for service processes. Business Process Management Journal, 12(2), 234-248.
Antony, J. (2008). Can six sigma be effectively deployed in SMEs. International Journal of Productivity & Performance Management, 57 (5), 420-423. ASQ, (2002). The Honeywell edge. Six Sigma Forum Magazine, 1 (2), 14–17.
Barney, M., (2002). Motorola’s second generation. Six Sigma Forum Magazine, 1 (3), 13–16.
Blakeslee Jr., J.A. (1999). Implementing the Six Sigma solution. Quality Progress, 32 (7), 77–85.
Celerant Consulting, (2011 July, 16). Better services with lower opex-everyone wins. Retrieved from http://www.celerantconsulting.com/Downloads/CaseStudies/Short/Celerant CS - Better services with lower OPEX - everyone wins.pdf
Desai, T., & Shrivastava, R. L. (2008). Six Sigma – A new direction to quality and productivity management. Proceedings of the World Congress on Engineering and Computer Science, ISBN: 978-988-98671-0-2.
El-Haik, B., & Roy, D. M. (2005). Service design for Six Sigma: A roadmap for excellence. Hoboken, New Jersey: John Wiley and Sons Inc.
Erturk, M., Tuerdi, M., & Wujiabudula, A. (2016). The Effects of Six Sigma approach on business performance: A study of white goods (home appliances) sector in Turkey. Procedia- Social and Behavioral Sciences, 229, 444 – 452.
Folaron, J. (2003). The evolution of Six Sigma. Six Sigma Forum Magazine, 2(4), 38–44.
George, M. L., Maxey, J., Rowlands, D. T., & Upton, M. (2005). The lean Six Sigma pocket toolbook: A quick reference guide to 70 tools for improving quality and speed (p. 282). McGraw-Hill Professional.
Hahn, G.J., Doganaksoy, N., & Hoerl, R. (2000). The evolution of Six Sigma. Quality Engineering, 12(3), 317–326.
Harry, M.J., & Schroeder, R. (2000). Six Sigma: The breakthrough management strategy revolutionizing the world’s top corporations. Doubleday, New York.
Kansal J., & Singhal S. (2017). Application and validation of dmaic six sigma tool for enhancing customer satisfaction in a government r&d organization. International Journal for Quality Research, 11(4) 931–944.
Kumar, M., Antony, J., Antony, F. J., & Madu, C. N. (2007). Winning customer loyalty in an automotive company through Six Sigma: A case study. Online, 849-866.
Liebermann, G. (2011). Apply Six Sigma for process improvement and problem-solving. Chemical Engineering Progress, (March), 53- 60.
Linderman K., Schroeder R., Zaheer S., & Choo A. (2003). Six Sigma: A goal-theoretic perspective. Journal of Operations Management, 21(2):193–203.
Nonthaleerak, P., & Hendry, L. (2006). Six Sigma: literature review and key future research areas. Operations Management, 2(2), 105- 161.
Noone, B. M., Namasivayam, K., & Tomlinson, H. S. (2010). Examining the application of six sigma in the service exchange. Managing Service Quality, 20(3), 273-293.
Pepper, M. P. J., & Spedding, T. A. (2010). The evolution of lean Six Sigma. International Journal of Quality Reliability Management, 27(2), 138-155.
Pestorius M., S. (2007). Apply Six Sigma to sales and marketing. Quality Progress, 1, 19-24.
Riesenberger, C., & Sousa, S., D. (2010). Application of the Six Sigma methodology in customer complaints management. Proceedings of the 21st Annual conference of the Production and Operations Management Society, 22.
Slater, R. (1999). Jack Welch and the GE Way: Management Insights and Leadership Secrets of the Legendary CEO. McGraw-Hill, New York.
The Performance Management Group LLC. (2006, July 16). Who we’ve helped. Retrieved from http://www.helpingmakeithappen.com/
Türkan Y. S., Manisalı E., & Çelikkol M.F. (2009). Evaluation of critical success factors effect on Six Sigma project success in Turkey’s manufacturing sector. Journal of Engineering and Natural Sciences, 27, 105-117.

Year 2020, Volume: 19 , 1 - 10, 31.12.2020

Gulsah SISMAN Fatma DEMIRCI OREL

Abstract

References

Antony, J. (2006). Six sigma for service processes. Business Process Management Journal, 12(2), 234-248.
Antony, J. (2008). Can six sigma be effectively deployed in SMEs. International Journal of Productivity & Performance Management, 57 (5), 420-423. ASQ, (2002). The Honeywell edge. Six Sigma Forum Magazine, 1 (2), 14–17.
Barney, M., (2002). Motorola’s second generation. Six Sigma Forum Magazine, 1 (3), 13–16.
Blakeslee Jr., J.A. (1999). Implementing the Six Sigma solution. Quality Progress, 32 (7), 77–85.
Celerant Consulting, (2011 July, 16). Better services with lower opex-everyone wins. Retrieved from http://www.celerantconsulting.com/Downloads/CaseStudies/Short/Celerant CS - Better services with lower OPEX - everyone wins.pdf
Desai, T., & Shrivastava, R. L. (2008). Six Sigma – A new direction to quality and productivity management. Proceedings of the World Congress on Engineering and Computer Science, ISBN: 978-988-98671-0-2.
El-Haik, B., & Roy, D. M. (2005). Service design for Six Sigma: A roadmap for excellence. Hoboken, New Jersey: John Wiley and Sons Inc.
Erturk, M., Tuerdi, M., & Wujiabudula, A. (2016). The Effects of Six Sigma approach on business performance: A study of white goods (home appliances) sector in Turkey. Procedia- Social and Behavioral Sciences, 229, 444 – 452.
Folaron, J. (2003). The evolution of Six Sigma. Six Sigma Forum Magazine, 2(4), 38–44.
George, M. L., Maxey, J., Rowlands, D. T., & Upton, M. (2005). The lean Six Sigma pocket toolbook: A quick reference guide to 70 tools for improving quality and speed (p. 282). McGraw-Hill Professional.
Hahn, G.J., Doganaksoy, N., & Hoerl, R. (2000). The evolution of Six Sigma. Quality Engineering, 12(3), 317–326.
Harry, M.J., & Schroeder, R. (2000). Six Sigma: The breakthrough management strategy revolutionizing the world’s top corporations. Doubleday, New York.
Kansal J., & Singhal S. (2017). Application and validation of dmaic six sigma tool for enhancing customer satisfaction in a government r&d organization. International Journal for Quality Research, 11(4) 931–944.
Kumar, M., Antony, J., Antony, F. J., & Madu, C. N. (2007). Winning customer loyalty in an automotive company through Six Sigma: A case study. Online, 849-866.
Liebermann, G. (2011). Apply Six Sigma for process improvement and problem-solving. Chemical Engineering Progress, (March), 53- 60.
Linderman K., Schroeder R., Zaheer S., & Choo A. (2003). Six Sigma: A goal-theoretic perspective. Journal of Operations Management, 21(2):193–203.
Nonthaleerak, P., & Hendry, L. (2006). Six Sigma: literature review and key future research areas. Operations Management, 2(2), 105- 161.
Noone, B. M., Namasivayam, K., & Tomlinson, H. S. (2010). Examining the application of six sigma in the service exchange. Managing Service Quality, 20(3), 273-293.
Pepper, M. P. J., & Spedding, T. A. (2010). The evolution of lean Six Sigma. International Journal of Quality Reliability Management, 27(2), 138-155.
Pestorius M., S. (2007). Apply Six Sigma to sales and marketing. Quality Progress, 1, 19-24.
Riesenberger, C., & Sousa, S., D. (2010). Application of the Six Sigma methodology in customer complaints management. Proceedings of the 21st Annual conference of the Production and Operations Management Society, 22.
Slater, R. (1999). Jack Welch and the GE Way: Management Insights and Leadership Secrets of the Legendary CEO. McGraw-Hill, New York.
The Performance Management Group LLC. (2006, July 16). Who we’ve helped. Retrieved from http://www.helpingmakeithappen.com/
Türkan Y. S., Manisalı E., & Çelikkol M.F. (2009). Evaluation of critical success factors effect on Six Sigma project success in Turkey’s manufacturing sector. Journal of Engineering and Natural Sciences, 27, 105-117.

Details

Primary Language	English
Journal Section	Articles
Authors	Gulsah SISMAN CUKUROVA UNIVERSITY Türkiye Fatma DEMIRCI OREL CUKUROVA UNIVERSITY Türkiye
Publication Date	December 31, 2020
Published in Issue	Year 2020Volume: 19

Cite

APA	SISMAN, G., & DEMIRCI OREL, F. (2020). Application of Six Sigma Methodology to Improve Customer Complaint Management. The Eurasia Proceedings of Educational and Social Sciences, 19, 1-10.

Article Files

Full Text

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.