Using Six Sigma – SIPOC for customer satisfaction Online publication date: Wed, 02-Dec-2009
by Shirley Mo-Ching Yeung
International Journal of Six Sigma and Competitive Advantage (IJSSCA), Vol. 5, No. 4, 2009
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.
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