Question

Six Stigma and TQM approach quality from different perspectives. For a customer service operation, explain how each of these two approaches could be used to address the complaints that are being recieved from the customers about the poor customer service.

Answer 1

Six sigma is a set of actions designed to manage statistical processes control (SPC) that can help a production / company process to achieve significant improvements in product quality and thus Increase competition.
Six Sigma is related to the statistical model of the production process. Its focus is on the DMAIC (define, measure, analyze, improving, control) the manufacturing process. DMAIC methods are troubleshooting methods that use six Sigma tools to analyze process data and ultimately determine the root cause of the defects produced in the product.
Six Sigma is the process of improving the quality of the final product by reducing defects, reducing minimum variation and enhancing production capacity.

Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that strives to improve the quality of products and services that will be provided to customers through improvements and Gradually improve the process to respond to subsequent feedback.

TQM is a management philosophy focused on the quality of the organization's products and productivity and based on the collective participation of people in the organization and the pursuit of long-term success with a focus on customer satisfaction.