Jimmy Kansal
Sandeep Singhal
Abstract
Purpose: The purpose of this study is to design, apply and validate six sigma tools based solutions to enhance the User satisfaction in an ISO 9001: 2008 certified government R&D establishment working in the development of technologies for mitigation of cryospheric hazards in snow bound treacherous regions of Himalayas. Design/Methodology/Approach: The establishment has implemented QMS since last three years with an aim of attaining 85% user satisfaction. The comprehensive data analysis of the users' feedback has reflected deficiency in user satisfaction by 8%. DMAIC approach, tools and techniques of Lean Six Sigma have been applied for an identified service affecting the user satisfaction, followed by solution implementation and effectiveness assessment. Findings: The findings reflect that the developed solution is effective in enhancing the user satisfaction by more than 85%. Thus the designed LSS tools are suitable and effective in R&D for improving service quality and user satisfaction. Research limitations/implications: Limitation of the study is that the results are based on the limited inputs from one establishment and the tools can vary depending upon the mandate and quality objectives. Practical implications: The results give specific solutions to the emerging service oriented government R&D sector to enhance User satisfaction. Originality/value: The study is an original work carried out in a government R&D establishment with a man date to assure the safe mobility of troops and civilians in snow bound mountainous regions.
Keywords- Define Measure Analyze Improve & Control (DMAIC), Lean Six Sigma (LSS), Quality Management Systems (QMS), International Organization for Standardization (ISO).