Zastosowanie cyklu DMAIC w zarządzaniu procesem reklamacji – studium przypadku

The article presents the principles of the DMAIC cycles based on the problem of complaint management in the enterprise, offering dairy products, which is an important element of the Six Sigma method. In this study, the authors, used ANOVA analysis, which allows to specify the reasons of the complaint, regardless of the year in which it was filed. This approach enables the identification of factors that influence on the number of customer complaints. This makes it possible to take appropriate corrective action at the stage of the production process and reduce the number of complaints notifications. At the first, the author, identified customer (internal) and objective of analysis. In the next stage was made the analysis of the causes of customer complaints and then identified opportunities for improvement.