Abstract
The Six Sigma quality control systems may be used to enhance consumer satisfaction with products and services on the Internet. This study applies the methodology in five steps: design, measure, analyze, improve, and control. First, we conducted a consumer acceptance survey, then we constructed a product quality matrix to determine whether any product or service is considered defective. Using a cause-and-effect diagram, we identified the major causal categories of consumer dissatisfaction, prioritized product improvement targets, implemented a holistic analysis of the defective service, and generated specific strategies. We also initiated concrete improvements to the defective products and services, established standard operating procedures and a knowledge management system to standardize operations and maintain long-term control.
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Hsia, TC., Chen, SC., Chen, KS. (2013). The Application of Six Sigma to Enhance Product and Service Quality in Internet Marketing. In: Qi, E., Shen, J., Dou, R. (eds) The 19th International Conference on Industrial Engineering and Engineering Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-37270-4_12
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DOI: https://doi.org/10.1007/978-3-642-37270-4_12
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