Social Six Sigma
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- 1. Social Six Sigma
The termSix Sigmaoriginated from terminology associated with manufacturing, specifically terms associated with statistical modeling of manufacturingprocesses. The maturity of a manufacturing process can be described by asigmarating indicating its yield, or the percentage of defect-free products it creates. A six sigma process is one in which 99.99966% of the products manufactured are statistically expected to be free of defects (3.4 defects per million).
The Original DMAIC project methodology has five phases:
Definethe problem, the voice of the customer, and the project goals, specifically.
Measurekey aspects of the current process and collect relevant data.
Analyzethe data to investigate and verify cause-and-effect relationships. Determine what the relationships are, and attempt to ensure that all factors have been considered. Seek out root cause of the defect under investigation.
Improveor optimize the current process based upon data analysis using techniques such asdesign of experiments,poka yokeor mistake proofing, and standard work to create a new, future state process. Set up pilot runs to establish process capability.
Controlthe future state process to ensure that any deviations from target are corrected before they result in defects. Implementcontrol systemssuch asstatistical process control,production boards, andvisual workplaces, and continuously monitor the process.
3. Social Six Sigma
Define = Listen:Successful organizations are those that listen well.It is indeed an art form.This does not imply that one does not do any of the talking, but rather that prospects of customers either consciously or subconsciously (directly or indirectly) let you know what they want.What better way than social media ask for or simply collect all of that information.
Measure = Engage:This may not appear to be a solid analogy, but in the social media world it is.Engagement does not always mean resolution.It may be defined as clarify or expand.One will not be able to analyze with incomplete data.
Analyze = Analyze:No way over-define this equation.Analyze not only what is important to your organization but what appears to be important to the client.
Improve = Address:See to and respond to the concerns of the prospect or client.This along with the reaction data will also help refine the social media strategy.
Control = Change:Make the necessary changes to your strategy/process and begin collecting data to ensure you have made the right moves.