應用六標準差方法降低便利商店顧客抱怨

Applying six sigma methodologies to reduce customer complaints in a convenience store

本研究以六標準差方法為架構，運用定義（Define）、衡量（Measure）、分析（Analyze）、改善（Improve）、控制（Control）等五個步驟來進行分析，並透過特性要因分析，協助便利商店個案公司降低顧客抱怨、增加顧客滿意度，進而提高競爭力與獲利能力。研究結果發現，六標準差方法應用，可以降低便利商店個案公司顧客抱怨，減少客訴，增加顧客滿意度。經實證，個案公司持續以六標準差方法應用在顧客抱怨處理流程上，可以獲得更高的競爭力與獲利能力。

At that moment, the customer satisfaction is valued by height. This study analyzes the customer satisfaction in a convenience store, and regards a case company as the object. Six Sigma is selected as the methodology which is applied to improve customer satisfaction of the case company. The purpose of this study is to reduce the customer complaints, and turn down the quantity of rejecting goods. The result showed that the steps, DMAIC of Six Sigma, could help to reach the purpose. After standardizing the improvement with Six Sigma methodology, the case company keeps on increasing the product stability and acquiring the higher competition ability.