Application of Six Sigma Methodology to Improve Customer Complaint Management

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

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