We Can Hear You Now (a): A Customer Survey Design for a Six Sigma Project at Crutchfield Corp

Abstract

Appropriate for marketing and operations management courses. The director of CS at a customer-focused catalog electronics company has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its CS department. A Design For Six Sigma project was run six years previously and discovering why the company used the Six Sigma project, as opposed to one of the many new customer-satisfaction-survey tools available from third-party vendors is a goal. Students are asked to discuss the Design For Six Sigma methodology as it applies to the project.