Using Six-Sigma to Change and Measure Improvement

Abstract

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)