University of Maryland LibrariesDigital Repository at the University of Maryland
    • Login
    View Item 
    •   DRUM
    • A. James Clark School of Engineering
    • Mechanical Engineering
    • Mechanical Engineering Research Works
    • View Item
    •   DRUM
    • A. James Clark School of Engineering
    • Mechanical Engineering
    • Mechanical Engineering Research Works
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Applying Six Sigma Quality Methods to Improve Customer Service Satisfaction

    Thumbnail
    View/Open
    Main paper (526.8Kb)
    No. of downloads: 566

    Date
    2017-05-14
    Author
    Carr, Charles
    DRUM DOI
    https://doi.org/10.13016/M29C3C
    Metadata
    Show full item record
    Abstract
    A panel of thought leading global experts on manufacturing was convened by the National Academy of Engineering in 1992, and among other major findings in their report “Manufacturing Systems” [1] that panel shared their curiosity about there being “Laws of Manufacturing” and how, if found, would extend industrial engineering methods of that time. Since that time, acceptance of lean six sigma thinking and culture has profoundly and irreversibly changed our management methods. Likewise in that time frame the short comings of MRP systems of the long past, have evolved to ERP systems of today that are viewed at a minimum as beneficial to the end user. In the net-centric, ERP driven supply chains of today, we find the loudest “voice of the customer” in their sales data, and it needs to be given considerable weight in our planning. Presented here is the generalization of “Little’s Law” to a much broader utilization in operations management. That generalization is facilitated by six sigma statistical methods applied to data typically available in any contemporary ERP system, to innovate and improve operational planning to drive gains to greater customer satisfaction with the “When” of their orders.
    URI
    http://hdl.handle.net/1903/19217
    Collections
    • Mechanical Engineering Research Works

    DRUM is brought to you by the University of Maryland Libraries
    University of Maryland, College Park, MD 20742-7011 (301)314-1328.
    Please send us your comments.
    Web Accessibility
     

     

    Browse

    All of DRUMCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    LoginRegister
    Pages
    About DRUMAbout Download Statistics

    DRUM is brought to you by the University of Maryland Libraries
    University of Maryland, College Park, MD 20742-7011 (301)314-1328.
    Please send us your comments.
    Web Accessibility