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The Application of Six Sigma to Enhance Product and Service Quality in Internet Marketing

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Tai-Chang Hsia

    (Chienkuo Technology University)

  • Shui-Chuan Chen

    (National Chin-Yi Institute of Technology)

  • Kun-Sheng Chen

    (National Chin-Yi Institute of Technology)

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.

Suggested Citation

  • Tai-Chang Hsia & Shui-Chuan Chen & Kun-Sheng Chen, 2013. "The Application of Six Sigma to Enhance Product and Service Quality in Internet Marketing," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 121-131, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-37270-4_12
    DOI: 10.1007/978-3-642-37270-4_12
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