Profitability is the main focus of the Six Sigma process, and while many companies have found that Six Sigma works really well for them, some companies have struggled with implementing the Six Sigma strategies that others are achieving greatness with. As with most things, many of the problems have to do with whom is doing the implementing.
Home Depot just laid off their CEO Robert Nardelli who was a Six Sigma supporter. Since implementing Six Sigma principles into their already tight business philosophy, Home Depot has been able to achieve an increase in profits but unfortunately the thought process became all about the numbers. As a result of the extensive paperwork required by Nardelli, employee morale dropped and the constant figuring became an obstacle in maintaining the high level of customer service that their customers were used to.
As a result, Home Depot went from being one of the topmost ranked companies in the area of shopper satisfaction to the lowest of the American Customer Satisfaction Index in 2005. Though several will affirm that the danger lies with Six Sigma, the newest CEO of Depot is the well-known Frank Blake, of GE. He will be organizing the Six Sigma way of life but implementing them in a quite diverse manner allowing managers to aid in forming the decisions that are made at each of the strange locations.
It is similar to the occurrence at other Six Sigma companies like 3M for instance. A similar situation had happened where management had taken the principle over the edge and somebody had to show up and help out by merely using a fairly different way of thinking about the existing model.
While many will say the firing of Nardelli proves that Six Sigma is not successful a closer look will reveal what those who support the principles know. It is all about implementation and that any concept that is implemented incorrectly will not produce the outstanding results that it was intended for. Six Sigma is not failing but since the way that it is implemented is based on interpretation some will take it overboard making it seem less successful. As with most management techniques, the people using it can make it more or less successful depending on their personal experience and ability to understand and implement the concepts effectively. Six Sigma needs to work in with a businesses customer service as well as with its products and other services as no business can be successful without its customers.
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Article: Six Sigma Facts Versus Customer Fulfillment Author: Craig Calvin Publication Date: 2010-10-24 Total Views: 188 Word Count: 453 Category:Home /
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