Page 109 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

88 Chapter Five

Table 5.3 Quality Profile Studies of Gallbladder Operations: Endo-Surgery versus
Traditional Surgery

Industry
Comparison Quality Scores
Customer’s
Weight of Customer
Quality Attributes Weight ×
Attributes (Total = 100) Endo Traditional Ratio Ratio

At home 40 1–2 6–8 weeks 3.0 120
recovery weeks
period
Hospital stay 30 1–2 3–7 days 2.0 60
days

Complica- 10 0–5% 1–10% 1.5 15
tions rate

Postoperative 5 0.5–1 3–5 inch 1.4 7
scar inch
Operation 15 0.5–1 1–2 hours 2.0 30
time hour
Total 100 232 =
market-
perceived
quality
score

McDonald’s, then the survey population should be the customers for all
fast-food chains and should include the customer population of Burger
King, Wendy’s, and so on.

Clearly, if we collect enough finished survey forms from customers, we will
be able to fill in all the information needed in a market-perceived quality
profile study. Besides customer survey data, functional data can also be used
in a market-perceived quality profile study. Table 5.3 gives such an example.

5.3 Market-Perceived Price Profile

For some industries, such as retailing, the price of a particular item is one-
shot, so it is very clearly understood. In this case, the price comparison is