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A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma
Title
A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma.
Creator
Abboodi, Mohammed, Elshennawy, Ahmad, Rabelo, Luis, Xanthopoulos, Petros, University of Central Florida
Abstract / Description
The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide...
Show moreThe computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general.
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Date Issued
2014
Identifier
CFE0005117, ucf:50751
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005117
A FRAMEWORK ROADMAP FOR IMPLEMENTING LEAN SIX SIGMA IN LOCAL GOVERNMENTAL ENTITIES
Title
A FRAMEWORK ROADMAP FOR IMPLEMENTING LEAN SIX SIGMA IN LOCAL GOVERNMENTAL ENTITIES.
Creator
Furterer, Sandra L., Elshennawy, Ahmad K., University of Central Florida
Abstract / Description
Lean Six Sigma is an approach focused on improving quality, reducing variation and eliminating waste in an organization. The concept of combining the principles and tools of Lean Enterprise and Six Sigma has occurred in the literature over the last several years. The majority of Lean Six Sigma applications have been in private industry, focusing mostly on manufacturing applications. The literature has not provided a framework for implementing Lean Six Sigma programs applied to local...
Show moreLean Six Sigma is an approach focused on improving quality, reducing variation and eliminating waste in an organization. The concept of combining the principles and tools of Lean Enterprise and Six Sigma has occurred in the literature over the last several years. The majority of Lean Six Sigma applications have been in private industry, focusing mostly on manufacturing applications. The literature has not provided a framework for implementing Lean Six Sigma programs applied to local government. This research provides a framework roadmap for implementing Lean Six Sigma in local government. The Service Improvement for Transaction-based Entities Lean Six Sigma Framework Roadmap (SITE MAP) identifies the activities, principles, tools, and important component factors to implement Lean Six Sigma. The framework provides a synergistic approach to integrating the concepts and tools of Lean Enterprise and Six Sigma using the DMAIC (Define-Measure-Analyze-Improve-Control) problem solving approach. A case study was used to validate the framework. Lean Six Sigma was successfully applied in a 7,000-citizen municipality to reduce the cycle time of the financial administrative processes in the Finance Department of the city government.
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Date Issued
2004
Identifier
CFE0000021, ucf:46067
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0000021
A TAXONOMY OF LEAN SIX SIGMA SUCCESS FACTORSFOR SERVICE ORGANIZATIONS
Title
A TAXONOMY OF LEAN SIX SIGMA SUCCESS FACTORSFOR SERVICE ORGANIZATIONS.
Creator
Hajikordestani, Reza, Geiger, Christopher, University of Central Florida
Abstract / Description
ABSTRACT Six Sigma is a business improvement strategy that aims to improve process performance using a structured methodology that identifies and removes the causes of defects in manufacturing and business processes, while implementing the lean concepts attempts to remove wasteful activities from those processes. In practice, the Six Sigma strategy and the Lean philosophy are combined and often viewed as one integrated philosophy, where the philosophy of Lean Six Sigma simultaneously removes...
Show moreABSTRACT Six Sigma is a business improvement strategy that aims to improve process performance using a structured methodology that identifies and removes the causes of defects in manufacturing and business processes, while implementing the lean concepts attempts to remove wasteful activities from those processes. In practice, the Six Sigma strategy and the Lean philosophy are combined and often viewed as one integrated philosophy, where the philosophy of Lean Six Sigma simultaneously removes wasteful activities from a process and reduces the variability of that process. This thesis research reviews the concepts and implementation of Lean thinking, Six Sigma strategy, and the integrated concept of Lean Six Sigma, with emphasis in service organizations. Most importantly, this thesis summarizes the critical success factors for implementing Lean Six Sigma within a service business environment and categorizes them within a proposed multi-level taxonomy that can be used by service business units and service providers to improve the success of Lean Six Sigma implementation.  
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Date Issued
2010
Identifier
CFE0003526, ucf:48966
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0003526