Column: Frontiers of Quality: Gathering Customer Feedback

Abstract:[Abstract from article]

The customer focus of a Six Sigma project should be inextricably linked to the customer through factors called critical to quality characteristics (CTQs). To start creating an accurate picture of how well you are satisfying your customers, there are two critical things you need to do: identify all your customers and inventory their input. Before you take inventory of everything your customers are receiving, you need to identify all the customers and the products and services being …

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