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A Closer Look at Six Sigma: Defining and Measuring Customer Satisfaction
The Six Sigma process improvement method uses an overall method called DMAIC, which was briefly introduced in our Career Column entitled "Can Six Sigma Methods Improve Customer Satisfaction?" Six Sigma methods can be applied to problems in any service industry — such as baking a good cake that customers enjoy in the culinary industry or placing candidates in a timely and friendly manner in the staffing industry. The current article will take a closer look at the DEFINE and MEASURE phases of Six Sigma as they apply to internal or external customer satisfaction.
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