Lean Marketing - Application of The Lean Six Sigma To Marketing - Case Study

The main objective of this work is to implement tools capable of improving the effectiveness of production and internal management and even customer relations. In this sense, it is necessary to know the current processes, analyse to see which points can be improved and only then adopt the implementation of solutions that better target various aspects. As a methodology, we elaborated a plan for application in a metalworking company that aimed to study the processes related to marketing and the relationship with that company's customers. In this way, verify the applicability of concepts such as Lean Six Sigma and execution of DMAIC cycles for improvements in marketing and customer relations. The most relevant aspects of the work that allowed us to analyse the current functioning of the company was the creation of a questionnaire for customers. From the analysis, it was possible to verify the weaknesses in the processes and relationship between customers, which allowed the adoption and implementation of tools proposed by the Lean Six Sigma philosophies. The tools, namely the CRM, daily meetings (Daily kaizen) among others, allowed to improve the internal communication between the various departments and aspects such as the time between the customer contact and the elaboration of proposals.