Business Case Studies & Business Publications

We Can Hear You Now (A): A Customer Surv...

Landel, Robert D.,...

Case

We Can Hear You Now (A): A Customer Survey Design for a Six Sigma Project at Crutchfield Corp.

Landel, Robert D.; Taylor, Laure; Zimmerman, Alan

OM-1340 | Published December 17, 2007 | 11 pages Case

Collection: Darden School of Business

Product Details

Appropriate for marketing and operations management courses. The director of CS at a customer-focused catalog electronics company has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its CS department. A Design For Six Sigma project was run six years previously and discovering why the company used the Six Sigma project, as opposed to one of the many new customer-satisfaction-survey tools available from third-party vendors is a goal. Students are asked to discuss the Design For Six Sigma methodology as it applies to the project.