Six Sigma Forum Magazine vol. 7 issue 1 - November 2007
Abstract: To create a holistic business management or quality system, a focus on customer and employee satisfaction is required in addition to the bottom line improvements provided by Six Sigma. Employee satisfaction is particularly important for service industries because it leads to increased productivity and improved customer satisfaction. In a study conducted in a private hospital in India, the requirements and drivers for customer and employee satisfaction have been established, in addition to the means of prioritization for further improvement. Furthermore, the method of measuring satisfaction is laid out for ready implementation with the help of Six Sigma metrics.
Keywords: Healthcare industry - Service sector - Quality system - Organizational improvement initiatives - Six Sigma - Employee satisfaction - Customer satisfaction (CS) - Case study
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