6δ技术在员工及顾客服务质量管理中的运用

6δ(6 Sigma)技术应用于生产性环节的质量提升时通常效果显著,但是应用6δ技术测评和管理员工与顾客之间关系同样具有非凡的意义.在应用于服务和销售部门的质量提升时,要充分关注员工和顾客情感投入管理的重要性,同时重视企业内部不同部门之间的服务质量偏差,最终顾客--员工关系的改进可以增进企业财务业绩的增长.

Application of Six Sigma Technique in Employee-customer Encounter

When Six Sigma technique is useful in manufacturing contexts to improve product quality,it is in the same way for the employee-customer encounter.It is necessary for managers to be guided by following principles to manage and measure interactions between customers and employees.The first,manager must acknowledge the importance of emotional engagement-on the part of both customers and employees.The second,local performance variability must be focused.At last,customer and employee engagement augment each other at the local level,accelerating improvement and growth of financial performance.