Yıl 2020, Cilt 19 , Sayı , Sayfalar 1 - 10 2020-12-31

Application of Six Sigma Methodology to Improve Customer Complaint Management

Gulsah SISMAN [1] , Fatma DEMIRCI OREL [2]


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.
Six-sigma, customer complaints, customer satisfaction
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Birincil Dil en
Konular Sosyal
Bölüm Articles
Yazarlar

Yazar: Gulsah SISMAN
Kurum: CUKUROVA UNIVERSITY
Ülke: Turkey


Yazar: Fatma DEMIRCI OREL
Kurum: CUKUROVA UNIVERSITY
Ülke: Turkey


Tarihler

Yayımlanma Tarihi : 31 Aralık 2020

Bibtex @konferans bildirisi { epess839316, journal = {The Eurasia Proceedings of Educational and Social Sciences}, issn = {}, eissn = {2587-1730}, address = {}, publisher = {ISRES Organizasyon Turizm Eğitim Danışmanlık Ltd. Şti.}, year = {2020}, volume = {19}, pages = {1 - 10}, doi = {}, title = {Application of Six Sigma Methodology to Improve Customer Complaint Management}, key = {cite}, author = {Sısman, Gulsah and Demırcı Orel, Fatma} }
APA Sısman, G , Demırcı Orel, F . (2020). Application of Six Sigma Methodology to Improve Customer Complaint Management . The Eurasia Proceedings of Educational and Social Sciences , 19 , 1-10 . Retrieved from https://dergipark.org.tr/tr/pub/epess/issue/58175/839316
MLA Sısman, G , Demırcı Orel, F . "Application of Six Sigma Methodology to Improve Customer Complaint Management" . The Eurasia Proceedings of Educational and Social Sciences 19 (2020 ): 1-10 <https://dergipark.org.tr/tr/pub/epess/issue/58175/839316>
Chicago Sısman, G , Demırcı Orel, F . "Application of Six Sigma Methodology to Improve Customer Complaint Management". The Eurasia Proceedings of Educational and Social Sciences 19 (2020 ): 1-10
RIS TY - JOUR T1 - Application of Six Sigma Methodology to Improve Customer Complaint Management AU - Gulsah Sısman , Fatma Demırcı Orel Y1 - 2020 PY - 2020 N1 - DO - T2 - The Eurasia Proceedings of Educational and Social Sciences JF - Journal JO - JOR SP - 1 EP - 10 VL - 19 IS - SN - -2587-1730 M3 - UR - Y2 - 2020 ER -
EndNote %0 The Eurasia Proceedings of Educational and Social Sciences Application of Six Sigma Methodology to Improve Customer Complaint Management %A Gulsah Sısman , Fatma Demırcı Orel %T Application of Six Sigma Methodology to Improve Customer Complaint Management %D 2020 %J The Eurasia Proceedings of Educational and Social Sciences %P -2587-1730 %V 19 %N %R %U
ISNAD Sısman, Gulsah , Demırcı Orel, Fatma . "Application of Six Sigma Methodology to Improve Customer Complaint Management". The Eurasia Proceedings of Educational and Social Sciences 19 / (Aralık 2020): 1-10 .
AMA Sısman G , Demırcı Orel F . Application of Six Sigma Methodology to Improve Customer Complaint Management. EPESS. 2020; 19: 1-10.
Vancouver Sısman G , Demırcı Orel F . Application of Six Sigma Methodology to Improve Customer Complaint Management. The Eurasia Proceedings of Educational and Social Sciences. 2020; 19: 1-10.
IEEE G. Sısman ve F. Demırcı Orel , "Application of Six Sigma Methodology to Improve Customer Complaint Management", The Eurasia Proceedings of Educational and Social Sciences, c. 19, ss. 1-10, Ara. 2021