What is Six Sigma which Think Next aiming?
Think Next uses both Six Sigma (Six Sigma, Lean Six Sigma) improvement methodology and customer experience (Customer Experiences) analysis to improve the accuracy of the improvement. We can support improvement of defects and customer satisfaction and company growth by designing a new process.
What is Six Sigma?
Six Sigma is a quality management method and management method based on statistics developed by Motorola in the 1980s. Although the manufacturing sector of the manufacturing industry initially was a target, then GE developed not only for the production department but also operation department, sales department and applied to process improvement of the overall planning department. With this method, GE achieved productivity increase and customer satisfaction improvement (external / internal) at the same time, and achieved business growth.
Methodology,
DMAIC Method
Method mainly used in improvement projects
| Define | Project Definition(Problems/Project’s goals creation, CTQ Identification） |
| Measure | Performance Measurement (Definitions of Y/Defects, Characteristics of CTQ) |
| Analyze | Analysis of Measurements (Identifications of variation factors, Setting performance targets) |
| Improve | Solutions Review (Potential causes Identification, Evaluation of improvement plans, Pilotimplementation) |
| Control | Implementation of control system (Determination of process capability, Benefit calculation) |
In our sixth step, we have the step of sharing a completed project with other members. By sharing, employees other than project members can be made aware of improvement, and they can also invigorate the whole organization by stimulating interest in work other than the work that they are in charge of.
DMADV Method
Method used in a project to build a new process
| Define | Project Definition(Problems/Project’s goals creation, CTQ Identification） |
| Measure | Performance Measurement (Definitions of Y/Defects, Characteristics of CTQ) |
| Analyze | Analysis of Measurements (Identifications of variation factors, Setting performance targets) |
| Design | Process Design (Requirement Implementation, Function check, UAT) |
| Verify | Process Validation (Performance Test, Error verification) |
Deliverables of DMAIC
We also use the customer experience analysis method which cannot be covered with the above Six Sigma to improve the accuracy of the improvement plan.
What are Customer Experiences?
When choosing something, humans make decisions based on past success experiences.
For example, when purchasing something on the Internet, judge whether it is good or bad based on past experiences such as “Easy to search for goods”, “Ease of operation”, “Price is cheap”. Moreover, I am satisfied with my consumption behavior by comparing competitors.
If you have a successful experience, you become a repeater and the probability of purchasing the next will also increase. So, we will create the best solution based on Six Sigma and customer experience.
Customer Experiences Evaluation
We analyze and investigate customers’ touch points from various angles, and identify customer needs. Find “What is the customer’s request for?” and “What is the goal of the customer?”.
Identification for customer expectations.
We clearly define “what customers are expecting” and set goals
Realization of customer expectation value
Defining customer expectation value, we will support the growth of enterprise by designing processes and functions to realize the expected value.