Customer Satisfaction and Retention Improves with Six Sigma

Lynnette Leathers

Chapter 8 in Customising Stakeholder Management Strategies, 2006, pp 101-116 from Springer

Abstract: Conclusion Employing proven methodologies such as customer satisfaction and loyalty as measured by TRI*M with Six Sigma has the potential to provide focus on those attributes that are Critical to Quality. This will reduce variation, improve quality, improve customer satisfaction, increase customer retention, and provide the baseline for continuous improvement.

Keywords: Supply Chain; Business Process; Customer Satisfaction; Total Quality Management; Customer Retention (search for similar items in EconPapers)
Date: 2006
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DOI: 10.1007/3-540-31319-2_8

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