Using Six Sigma to analyse Customer Satisfaction at the product design and development stage

• Autor(a) principal: Pereira, Maria Teresa
• Data de Publicação: 2019
• Outros Autores: Bento, M. Inês, Ferreira, Luís Pinto, Sá, José Carlos, Silva, F.J.G.
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.22/15799
• topic: Six Sigma; Key Performance Indicator; Define; Measure; Analyse; Improve; Design; Verify; Customer Satisfaction

The need for the products to be first manufactured according to the specifications is becoming a reality due to a situation that exists in the current markets. This is achieved by applying the six-sigma tool. This study is done in a multinational company that manufactures auto parts and aims to analyze the Key Performance Indicator (KPI) Customer Satisfaction (CS) in the design and development stages of the product to always obtain the optimum result, 100%. From the KPI CS data the sigma was calculated using the Define, Measure, Analyze, Improve, Design and Verify (DMADV) methodology. Using the range of values that CS can have to achieve the desired result, the six-sigma tool was applied. From the six-sigma tool, the value of the standard deviation for the results obtained is within the expected. Maximum limits were imposed to work comfortably within the six-sigma. If there is an alert for non-compliance with these limits, corrective and preventive measures can be taken so that there is no recurrence of the problem. When a control limit has been imposed and, even if corrective and preventive actions have been taken, the six sigma parameters are still working. Finally, using the CS calculation formula, the desired Quality Control and Time To Market results were obtained for the range of values within the six sigma with the appropriate control limits. With this study, the company was able to identify where the recurrence of the problems is happening. Knowing the cause of the problems it allows changes or improvements in the processes.