Six Sigma Quality, the Key to Customer Satisfaction


Craig, Robert J.   (1993, ASQC)   DuPont Connector Systems; Clearfield, PA

Annual Quality Congress, Boston MA    Vol. 47    No. 0
QICID: 9958    May 1993    pp. 206-212
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Article Abstract

Six sigma quality is a standard and a philosophy of customer satisfaction. As a statistical standard, six sigma refers to keeping processes within plus or minus six standard deviations of the process aim. This would place the defect rate at no more than 3.4 parts per million. As a philosophy, six sigma is the commitment to continuous improvement by reducing variation and increasing the robustness of processes and products. DuPont Connector Systems used a six sigma quality planning process to introduce a new product into the data processing and telecommunications markets. Key steps in implementing six sigma quality included: defining product characteristics that affect customer satisfaction; using a failure mode and effect analysis to identify and control parameters to meet customer specifications; employing a reproducibility and repeatability study to measure the control parameters; estimating process capability of the prototypes and thereby being able to correct individual defects immediately; developing the quality control plan and training material. After implementing the plan, the six sigma philosophy requires an ongoing audit mechanism that identifies opportunities for improvement and changes in customer expectations.


Continuous improvement (CI),Customer satisfaction (CS),Six Sigma,Audits

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