Using Six-Sigma to Change and Measure Improvement
Feld, K., & Stone, W. (2002). Using Six-Sigma to Change and Measure Improvement. Performance Improvement, 41(9), 20 - 26.
Explains why Honeywell's Market Research Department replaced its traditional data collection and paper-based tabulation with blended modes, including electronic interviewing and real-time reporting. Describes how the Six-Sigma quality control process demonstrated that a hybrid approach with blended modes and Web-based reporting tools could deliver customer satisfaction measurement, service benefits, and increased return on investment. (Author/LRW)