Application Of Six Sigma In Customer Complaints Reduction For Company A

The global market demand has been weak since the global economic crisis in 2008.The manufacturing industry is under the serious challenge.In addition,the domestic labor costs rise.And since the implementation of new environmental laws,the government puts forward more stringent emission standards for the chemical industry.All these above increase the operating costs of enterprises.In such circumstances,the enterprises have to reduce costs and improve the quality of product and service,so as to meet customer demand.Fortunately,Six Sigma management provides this possibility.Six Sigma management focuses on customer-driven,reducing variability,improving quality,and even breakthroughs changes,to provide low-cost and high-quality products and services.The motivation of this thesis comes from "the voice of the customer".Firstly,the thesis elaborates the theory of Six Sigma,including its origin,development,values and the comparison with other quality management.Secondly,the thesis analyzes the background situation and the customer complaints problem of company A through Pareto diagram,including the necessity and feasibility of the introduction of Six Sigma management.And then in view of the high rate of customer complaints,the thesis solved the problem of precipitation of Nuva products by using the DMAIC process.Through detection of raw materials,additives and the product,the thesis found the cause of precipitation is due to the instability of the by-product D2 content and through DOE model the thesis improved the technique process to reduce by-products D2 content.In this process the thesis also used Pareto,SIPOC,ANOVA,process analysis,brainstorming,fish bone chart,etc.At the same time,the thesis improved the customer complaint processing process from the aspects of personnel management,technical means and the database.Finally,according to the evaluation of the application of Six Sigma,the thesis updated the management system and pointed out the direction of continuous improvement.This study can provide some experience and inspiration for the future implementation of Six Sigma management in company A,and even in the chemical manufacturing industry.