Episode #38-- Customer Relations of a Tour Guide in St. Petersburg, Russia and the Six Sigma Theory (Part 1)

Have you wondered how business people in Russia compared to U S business professionals? Join Rick and Brandon as they tell the story of Rick’s recent vacation to Saint Petersburg, and the Russians treatment of the consumer. Follow them as they analyze the tour industry using some ideas from the Six Sigma business theory. This is Part 1 of 3 parts discussing the Six Sigma business theory.

The Six Sigma Roadmap
1. The roadmap
  1. What are your company’s core processes? Who are your key customers?
    1. Map activities of processes between departments
    2. Examine your department level as to what role each plays in the processes.
    3. Relate podcast: The Walt Disney Strategy and Focusing on Your Core Competency.
  2. What are your customer requirements?
    1. Talk to your customers or use survey software to find out what they need and don’t need from you.
    2. List a complete description of the factors that drive customer satisfaction for each output or process.
    3. Relate podcast: Jack Lalanne and his Swim in the Blue Ocean Strategy
  3. Measure your current company performance?
    - Are your accounting records current and correct?
    - Do you have metrics of how you are delivering your services to your customers?
    - Make a report that measures each process’s performance against definable customer requirements.
    - Create a measuring system for the report.
  4. 1. Prioritize, analyze and implement your improvements?
      1. Identify those improvement opportunities that will give you an immediate benefit. This will help the morale.
      2. Set up improvement priorities, process improvements, and redesign processes.
  5. Expand and integrate the system
    1. If you have something good, run with it.
    2. Expand your new knowledge to change your policies, processes, and procedures company-wide.
    3. Relate podcast: Policies, Processes and Procedures can save a business and even lives!

Source: The Six Sigma Way, How GE, Motorola, and Other Top Companies are Honing Their Performance by Pande, Neuman, and Cavanagh.

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