My research does tell me that six sigma is focued on customer as without making customer happy there is no business. One of the books I read about six sigma mentioned that. Also lean seems to be customer oriented as it focuses on the process getiing faster and reducing the lead time. So both these methods lean and six sigma seem to be focusing on customer. This is one more thing in comon. One thing that is regiestered in my mind is what Paul said in class once : "STAKEHOLDER IS KING, BUT CUSTOMER IS GOD". I think the point reinforces that without customer there is no business, so the focus on customer is very essential!!!
Customer is important no doubt about that. But sometimes I think it’s important to know when customers is being unreasonable or crossed the line. We can’t be expected to satisfy every customer requirement… I especially dont agree with the notion ‘customer is always right’... What you say Francisco? I guess this problem is especially common in serviced based industry
07 Mar 2009, 23:06
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