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

Case Solution

Robert D. Landel, Laure Taylor, Alan Zimmerman
Darden School of Business ()

Suitable for marketing and operations management courses. The CS director at a customer-centric catalog electronics company asked a Six Sigma Black Belt to help him evaluate various ideas to effectively elicit and analyze user feedback in his CS department. A Design For Six Sigma project was conducted six years ago, and one of the goals is to find out why the company used the Six Sigma project versus one of the many new third-party customer satisfaction survey tools. Students are asked to discuss the Design For Six Sigma methodology in relation to the project.

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