All companies understand that providing the best service possible to their customers is the way to increase sales, augment the customer base, and preserve good-will with customers. Many organizations know that they have the best chance of keeping their current customers by making their customers happy, exceeding their expectations, and providing a service superior to those of the nearest industry competitor. Whether a company is in its first year or in its 30th year of operation, keeping current customers and adding on new ones is always a paramount issue for company viability. In these difficult economic times, a critical issue more than ever for companies is to keep their customer base, add to it, and deliver the promise of excellence every day to customers, locally, domestically, and in global markets.
Six Sigma ModelThe idea of quality for the customer is seen in the diagram of the Six Sigma model of excellence.
The businessballs.com website states that,Six Sigma began in 1986 as a statistically-based method to reduce variation inelectronic manufacturing processes in Motorola Inc. in the USA. It is used as an all-encompassing business performance methodology, all over the world, inorganizations as diverse as local government departments, prisons, hospitals, thearmed forces, banks, and multi-nationals corporations (Chapman, 2005).
The Six Sigma model has been applied to many different types of businesses and each has been able to make it a workable option for developing criteria for managing its employees with the results of bringing the company together as one initiative to provide the best service possible to the consumer. This concept is not produced in a vacuum. Theorists note that the "Six Sigma is a very flexible concept used in the following ways; to an statistical engineer Six Sigma might be a production quality metric; to a customer service employee, or a...