Title: Using Six Sigma – SIPOC for customer satisfaction

Authors: Shirley Mo-Ching Yeung

Addresses: Department of Business Studies, Hang Seng School of Commerce (HSSC), Hang Shin Link, Siu Lek Yuen, Shatin, New Territories, Hong Kong

Abstract: The aim of this paper is to explore the use of |Suppliers, Inputs, Processes, Outputs and Customers| (SIPOC) in Six Sigma to monitor products and services provision for customer satisfaction. This paper has been supported with literature in Six Sigma, quality management and marketing management with a case of a retail shoe shop in Hong Kong. Previous researches seldom covered the application of SIPOC in marketing management to fulfil customer need, customer satisfaction, concerns of stakeholders and the community. A case of integrating SIPOC of Six Sigma into a social responsible and ethical retail shoe shop has been demonstrated in this paper. However, adopting quality concepts in marketing management is still not common, neither in academic curriculum nor in business practice. It is suggested carrying out further researches on the use of quality concepts in analysing the relationship between consumer behaviour and business performance.

Keywords: quality management; SIPOC; suppliers inputs processes outputs customers; six sigma; marketing management; customer satisfaction; systematic monitoring; retail shoe shops; Hong Kong; social responsiblility; ethics; consumer behaviour; business performance.

DOI: 10.1504/IJSSCA.2009.029912

International Journal of Six Sigma and Competitive Advantage, 2009 Vol.5 No.4, pp.312 - 324

Published online: 02 Dec 2009 *

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