Paraphrase the Answers - Essay Example

Question What is Six-Sigma and what are its benefits? Answer: Six-Sigma refers to a set of tools that systematically combines business with statistical concepts to curb variations in processes and deter deficiencies. Its benefits include minimization of wastage and enhancement of performance. Question 2 State at least one way the Six Sigma philosophy differs from Total Quality Management?Answer: Whereas the focus of Total Quality Management is in customer satisfaction, six-sigma philosophy emphasizes on efficiency and quality as pertains manufacturing processes.

Even so, better quality of products eventually improves on customer satisfaction, but six-sigma does not consider what the customer wants.Question 3 Why is a person or hospital patient less likely to complain about poor quality service or less than expected outcomes?Answer: The reason as to why a patient would be less likely to complain about poor service would be because of the fear of future mistreatment from the hospital workers having noted the patient as the complainant.Question 4Why does better service to the customer in a hospital translate to decreased emotional energy expended by hospital employees?

Please limit your answer to four sentences or less.Answer: When handling dissatisfied customers, hospital employees would expend immense emotional energy trying to contain the situation. Such situations demoralize these employees and cause fatigue. For the employees unable to deal with such situations, more energy would be spent on frustration or seeking for advice. Such eventualities lead to higher staff turnover rates.Question 5What is the best way to determine what the hospital or healthcare customer is seeking in terms of Total Service Quality?

Answer: To best determine what a hospital or customer is seeking with regards to Total Service Quality, focus should be on what such a customer wants. It would be beneficial to understand the criteria they use to determine their satisfaction and use it to meet their needs.