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Recognition of Projects for Service Organizations Based on Customer Expected and Perceived Quality, and Customer Experience

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2015 ASEE Annual Conference & Exposition


Seattle, Washington

Publication Date

June 14, 2015

Start Date

June 14, 2015

End Date

June 17, 2015





Conference Session

Industrial Engineering Division Technical Session 3

Tagged Division

Industrial Engineering

Tagged Topic


Page Count


Page Numbers

26.1312.1 - 26.1312.29



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Paper Authors


Max de Jesús Suárez Montiel Tecnológico de Monterrey, Mexico

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Born: Hidalgo, México
BS: Mechanical Engineer, Universidad Autonóma de Nuevo León
MS: Master of Science of Manufacturing Systems,
Student of Master Degree, Tecnológico de Monterrey

Tecnológico de Monterrey (ITESM)

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Alberto Abelardo Hernandez-Luna Tecnológico de Monterrey

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Born: Monterrey, México.
BS: Mechanical Electrical Engineering, Tecnológico de Monterrey
MS: Mechanical Engineering, University of Wisconsin-Madison
PhD: Mechanical Engineering, University of Texas at Austin
Professor Center of Quality and Manufacturing, Tecnológico de Monterrey

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Lean Six Sigma Toolkit for Service Organizations that integrates Customer Experience ToolsSince its introduction by Motorola in the 1980s, six sigma and its methodology have foundwidespread application in many manufacturing industries, but it can be extended to manyservice operations if new concepts and tools are developed and if the training of belts ismodified to address areas that are critical to satisfaction and critical to loyalty.Overall the literature analysis on this topic shows that six sigma is slowly but surely findingstructured and beneficial application in service industries. Nevertheless, this researchconsiders that actual Lean Six Sigma Roadmaps and Toolkits have limitations inidentifying Projects for Service Organizations.An analysis of Parasuraman Model of Service Quality and the consideration each serviceencounter produces a customer experience, an extension of model is proposed. Based onthis, the DMAIC Toolkit for service organizations integrates customer experience tools byincluding a pre-stage called “Recognize the experience”, by identifying and recognizingprojects under two perspectives, operational service quality and customer perceived quality.This pre-stage aims to develop a set of steps that identify service projects and attemptCustomer Satisfaction and Customer Loyalty through four activities: collect VOP & VOP,Analyze the information, recommend actions, and Identify Projects, based on CustomerExperience.Though the toolkit was tested in a Lean Six Sigma Program and revised, still its robustnessneeds to checked and refined based on suggestions and comments from practitioners andacademics. Likewise, the article provides a framework consisting mainly of customerexperience tools to widen the application of six sigma in service industries.Keywords: Six Sigma, Parasuraman Model, Service Quality, Customer Experience.

Suárez Montiel, M. D. J., & Hernandez-Luna, A. A. (2015, June), Recognition of Projects for Service Organizations Based on Customer Expected and Perceived Quality, and Customer Experience Paper presented at 2015 ASEE Annual Conference & Exposition, Seattle, Washington. 10.18260/p.24649

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