Six Sigma

Six Sigma

            Wells Fargo uses Sigma six to certify their staff. It is a stronger implementation than TQM. TQM is a broader theory, but Six Sigma is a methodology that actually implements techniques that can help improve customer satisfaction. In the define step, customer satisfaction is “defined” as the goal that the company is trying to achieve. This will be what they are measuring and what they will try to improve. Statistical data measures business processes that impact customer satisfaction. Then, this information is analyzed and they determine how they can improve on certain aspects that will positively impact customer service. Steps to fix customer service are then monitored to see if they are successful, and if not they are reworked until they are successful customer service are then monitored to see if they are successful, and if not they are reworked until they are successful.

            One way that Wells Fargo implements Six sigma into their banking system is to have many different departments that cater to different customer needs. The basis of six sigma is customer satisfaction, and in order to reach this the first step is to decipher the customers wants and needs, in a quick manner without sacrificing the quality of the service provided. In order to save time, and address specific customer problems, questions, and needs, Wells Fargo makes sure that there are specific departments that cater to each customer. If there were general departments, there would be only broad information, which is not useful to a specific question, and or need from customer. For example, if a customer is looking to open a credit account, they would speak to the credit department. If a client wants to inquire about a loan, they would speak to the loan department, and so on and so forth. By specializing people in departments, this provides customers with detailed information that they would need. If there are different areas of service, customers can be routed to the correct are that can address their needs, which not only saves time and increases profit in the long run, but increases/improves customer satisfaction.