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dc.rights.licenseAll rights reserveden_US
dc.contributor.advisorMorales, José A.
dc.contributor.authorAlvira Vázquez, Nicole M.
dc.date.accessioned2020-07-08T18:55:25Z
dc.date.available2020-07-08T18:55:25Z
dc.date.issued2019
dc.identifier.citationAlvira Vázquez, N. M. (2019). Improving customer satisfaction in the home-buying process by applying DMAIC [Unpublished manuscript]. Graduate School, Polytechnic University of Puerto Rico.en_US
dc.identifier.urihttp://hdl.handle.net/20.500.12475/312
dc.descriptionDesign Project Article for the Graduate Programs at Polytechnic University of Puerto Ricoen_US
dc.description.abstractCustomer satisfaction is an important aspect for the success of any business that provides services. This research strives to provide new methods or ways to improve customer satisfaction during the process of buying a home. The new methods were developed using the Six Sigma improvement cycle DMAIC (Design, Measure, Analyze, Improve and Control). To analyze this topic, customer complaints regarding the service provided by lenders and builders during the purchase of a home were evaluated. Complaints were classified in different categories and the root cause was identified. As a result, it was possible the development of solutions to improve the different aspects of the service where customer’s expectations were not achieved. The proposed solutions can be implemented by the service providers to improve customer satisfaction during the home-buying process. Key Terms ⎯ Customer Satisfaction, DMAIC, Improvements, Six Sigma.en_US
dc.language.isoen_USen_US
dc.publisherPolytechnic University of Puerto Ricoen_US
dc.relation.ispartofManufacturing Competitiveness;
dc.relation.ispartofseriesSpring-2019;
dc.relation.haspartSan Juan Campusen_US
dc.subject.lcshSix sigma (Quality control standard)
dc.subject.lcshConsumer satisfaction
dc.subject.lcshHouse buying
dc.subject.lcshPolytechnic University of Puerto Rico--Graduate students--Research
dc.subject.lcshPolytechnic University of Puerto Rico--Graduate students--Posters
dc.titleImproving Customer Satisfaction in the Home-Buying Process by Applying DMAICen_US
dc.typeArticleen_US
dc.rights.holderPolytechnic University of Puerto Rico, Graduate Schoolen_US


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