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Using Six Sigma to analyse Customer Satisfaction at the product design and development stage

2019Journal article Open access
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dc.contributor.authorPereira, Maria Teresa
dc.contributor.authorBento, M. Inês
dc.contributor.authorFerreira, Luís Pinto
dc.contributor.authorSá, José Carlos
dc.contributor.authorSilva, F.J.G.
dc.date.accessioned2020-04-21T09:22:23Z
dc.date.available2020-04-21T09:22:23Z
dc.date.issued2019
dc.description.abstractThe need for the products to be first manufactured according to the specifications is becoming a reality due to a situation that exists in the current markets. This is achieved by applying the six-sigma tool. This study is done in a multinational company that manufactures auto parts and aims to analyze the Key Performance Indicator (KPI) Customer Satisfaction (CS) in the design and development stages of the product to always obtain the optimum result, 100%. From the KPI CS data the sigma was calculated using the Define, Measure, Analyze, Improve, Design and Verify (DMADV) methodology. Using the range of values that CS can have to achieve the desired result, the six-sigma tool was applied. From the six-sigma tool, the value of the standard deviation for the results obtained is within the expected. Maximum limits were imposed to work comfortably within the six-sigma. If there is an alert for non-compliance with these limits, corrective and preventive measures can be taken so that there is no recurrence of the problem. When a control limit has been imposed and, even if corrective and preventive actions have been taken, the six sigma parameters are still working. Finally, using the CS calculation formula, the desired Quality Control and Time To Market results were obtained for the range of values within the six sigma with the appropriate control limits. With this study, the company was able to identify where the recurrence of the problems is happening. Knowing the cause of the problems it allows changes or improvements in the processes.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1016/j.promfg.2020.01.124pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.22/15799
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherElsevierpt_PT
dc.relation.publisherversionhttps://www.sciencedirect.com/science/article/pii/S2351978920301256#!pt_PT
dc.subjectSix Sigmapt_PT
dc.subjectKey Performance Indicatorpt_PT
dc.subjectDefinept_PT
dc.subjectMeasurept_PT
dc.subjectAnalysept_PT
dc.subjectImprovept_PT
dc.subjectDesignpt_PT
dc.subjectVerifypt_PT
dc.subjectCustomer Satisfactionpt_PT
dc.titleUsing Six Sigma to analyse Customer Satisfaction at the product design and development stagept_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage1614pt_PT
oaire.citation.startPage1608pt_PT
oaire.citation.titleProcedia Manufacturingpt_PT
oaire.citation.volume38pt_PT
person.familyNameRibeiro Pereira
person.familyNamePinto Ferreira
person.familyNameSá
person.familyNameSilva
person.givenNameMaria Teresa
person.givenNameLuís
person.givenNameJosé Carlos
person.givenNameFrancisco
person.identifierU-2265-2018
person.identifierR-002-4MY
person.identifier1422904
person.identifier.ciencia-id7A16-77DE-410A
person.identifier.ciencia-id5415-323A-131B
person.identifier.ciencia-idC91E-F5C8-46C7
person.identifier.ciencia-idB81C-4758-2D59
person.identifier.orcid0000-0003-4556-9578
person.identifier.orcid0000-0003-4225-6525
person.identifier.orcid0000-0002-2228-5348
person.identifier.orcid0000-0001-8570-4362
person.identifier.ridAEO-3561-2022
person.identifier.ridR-2566-2016
person.identifier.ridI-5708-2015
person.identifier.scopus-author-id56624034400
person.identifier.scopus-author-id57188755263
person.identifier.scopus-author-id56029853700
person.identifier.scopus-author-id56870827300
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication3f7f1146-378f-4f1d-80ba-d499f3bd114b
relation.isAuthorOfPublication94c4999f-64f8-4259-b1ab-0eac1679241e
relation.isAuthorOfPublication341f5538-54a7-4f1e-9a51-a4347b7ad3a0
relation.isAuthorOfPublicationd050c135-4d9d-4fb2-97d1-cac97be3f6b9
relation.isAuthorOfPublication.latestForDiscovery341f5538-54a7-4f1e-9a51-a4347b7ad3a0

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