6δ技术在员工及顾客服务质量管理中的运用

Application of Six Sigma Technique in Employee-customer Encounter

6δ(6 Sigma)技术应用于生产性环节的质量提升时通常效果显著,但是应用6δ技术测评和管理员工与顾客之间关系同样具有非凡的意义。在应用于服务和销售部门的质量提升时,要充分关注员工和顾客情感投入管理的重要性,同时重视企业内部不同部门之间的服务质量偏差,最终顾客———员工关系的改进可以增进企业财务业绩的增长。

When Six Sigma technique is useful in manufacturing contexts to improve product quality, it is in the same way for the employee-customer encounter. It is necessary for managers to be guided by following principles to manage and measure interactions between customers and employees. The first, manager must acknowledge the importance of emotional engagement-on the part of both customers and employees. The second, local performance variability must be focused. At last, customer and employee engagement augment each other at the local level, accelerating improvement and growth of financial performance.