清华学生职业发展协会(SCDA)简介.pdf

Six Sigma Project Improvement of Customer Satisfaction of ECCP (SCDA) Improvement of customer satisfaction of the “Excelerrate Career Coaching Program” (SCDA) Tutor: Kaibo WANG Team members: Hanying LI Shuai LUO Xuan CHEN Date: 2008-4-23 ~ 2008-6 1 Six Sigma Project Improvement of Customer Satisfaction of ECCP (SCDA) Catalog 0. Executive summary3 1. Project selection and description6 Motivation and Background 6 Headaches of University Organizations 6 Worries of SCDA 6 Project selection and description 7 Why pick the “Excelerrate Career Coaching Program” 7 Implementation framework 7 2. Project deployment 9 Preamble 9 Define 9 Measure 13 Analyze 17 Critical point 1: Let the customers acquaint themselves with the selection criteria comprehensively and duly 17 Critical point 2: Let the customers comprehensively know the coach group aforehand . 19 Improve 21 Improvement on critical point 1 21 Improvement on critical point 2 22 Control 23 Summary 26 3. Conclusions for our project 28 4. Acknowledgement 29 5. Appendix 30 A. 清华学生职业发展协会（SCDA）简介 (Define) 30 B. “Excelerrate Career Coaching Program” 简介(Define) 30 C. 调查问卷32 C1. 外部顾客版(Measure)32 C2. 内部成员版(