Page 124 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Customer Value Management 99

matrix, correlation scores of 9, 3, 1, and 0 are used. A score of 9 means
“very much related,” a score of 3 means “related,” a score of 1 means
“slightly related,” and a score of zero means “not related.”

For example, in the “machine uptime” category, quality control and manu-
facturing are very critical in ensuring printer dependability; product design
is also related to the dependability of the printer. In the “ease of use”
category, of course, design is very important in creating a printer that is easy
to use. However, sometimes there is a gap between a customer perceived
quality image and the real quality level. For example, printer A may actually
be easy to use, but because of poorly written customer instructions, poor
service support, and poor marketing, a significant portion of customers may
have developed a stereotype that printer A is hard to use. The right way to
overcome this problem may not be to redesign the printer. Instead, a com-
prehensive strategy that includes improving customer service, rewriting
customer instructions, and developing the right marketing message might
be the right way.