THE SIX SIGMA WAY TOWARDS QUALITY EXCELLENCE
Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution
We Support our Client Organisation for consistently drive towards superior sustainable Quality Performance and creating value for the customer With Top Down approach to improve Quality performance , we focus to build ‘Culture of Quality ‘ rather than focusing only on tools.
DMAIC methodology and scientific tool to investigate efficient solutions are used as supportive to build quality in Process and Product / Services. Strategic and operative decisions are based on data and facts.
What is Customer Satisfaction?
RESULT – EXPECTATION = VALUE
VOC vs VOP
“This implies that satisfaction is the absolute minimum that should be expected and it’s achievement does little or nothing to enhance company performance in terms of retention of customers and profitability. Exceeding expectations ( i.e. Generating Positive Value ) needs to be the Goal.”
– By Goetsch and Davis
Voice of the process is independent of Voice of Customer
How to Create Culture of Quality ?
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“It is fine to celebrate success but it is more important to heed the Lesson of failure ”
– Bill Gates [ Microsoft ]
Hansei is broader concept in Japan , Parents may ask their children to reflect when they have done something wrong. It implies that you feel bad about your shortcomings and vow to never make the same mistake again.
Even after successful launch of vehicle , Toyota engineers take time to reflect on shortcomings of the program they just completed and develop countermeasuresso that they will not make the same mistake again.. Hansei is an attitude and philosophy , which is at the core of Continuous Improvement.
It is really being honest about your own weaknesses. If you are talking about only your strengths, you are bragging. If you are recognizing your weaknesses with sincerity, it is a high level of strength. But is does not end there. How do you change to overcome those weaknesses? That is at the root of Kaizen (continuous improvement). Hansei is the incubator for change – that whole process