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Six Sigma theory is based on data and facts , in order to meet and exceed customer demand for the subject , based on the continuous improvement of the production and service processes is fundamental, in order to improve efficiency and cost reduction targets , to full participation , establish and improve the corporate culture for the soul . Six Sigma in the great achievements of Motorola, General Electric , and caused great concern around the world , many companies are introducing discovered its value . Trend Micro (China) Co., the second-line technical support team , customer satisfaction in 2006 , only 75.45 percent , while fluctuations unstable, and there is a continuing downward trend , far below the 85% target . To solve this problem , the company senior Six Sigma management methods , the establishment of a Six Sigma improvement project team , to try to find the cause of the problem lead to customer dissatisfaction and corrections will eventually be raised to more than 85% customer satisfaction . Six Sigma project team in the second-line technical support team for case study how to apply Six Sigma to improve customer satisfaction . The project team through brainstorming with team members and the MINITAB tools of customer satisfaction survey data , regression analysis , to find the main reason for non-compliance of customer satisfaction - engineer 's level of technology and customer service experience . Subsequently , for different reasons , to take certain measures , including the upgrading of the technical ability of engineers and change the second line technical support team workflow . Innovations of this paper , is in the process of improvement of the quality of service of the second-tier technical support team , improved methods of Six Sigma (DMAIC process ) , to define the issues , measurement issues , analyze problems , improved problem and ultimately control the problem again occur. MINITAB tools used in the process to improve the quality of service , the measurement data for scientific analysis , and ultimately achieve the purpose of improving customer satisfaction . The papers for a similar service departments to improve service quality and to optimize work history , certain referential significance .
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