六西格玛管理与实现顾客满意

Six Sigma Management and Customer's Satisfaction

本文认为,我国的大多数组织目前尽管已认识到了顾客的重要性,但还未真正充分实现顾客满意,而六西格玛管理是1987年由摩托罗拉提出并实施、1995年由通用电器进一步完善的一种管理模式,是一种通过减少过程变异、减少缺陷、降低成本、使顾客充分满意,增加利润的系统管理方法。引入六西格玛管理模式,是组织最大程度使顾客满意、实现可持续发展、提升竞争力的关键路径之一。

This article thinks our most organizations have realized the importance of customers but they don't achieve perfect customers' satisfaction. Six Sigma management was put forward and used by Motorola in 1987, which was perfected by GM in 1995. It is a systematic management by reducing changes in process and shortcomings, lowering the cost, satisfying customers perfectly and increasing profits. It is the key path to achieve perfect customers' satisfaction and sustainable development and increase competitiveness for organizations.