Metro Sales Minnesota RICOH and AFICIO copier, fax and printer sales and service : Six Sigma

Over 100 Field Technicians
Call Us (612) 861–4000
Toll Free (800) 862–7414
Fax Us (612) 866–8069
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Six Sigma

Six Sigma is a quality initiative starting with a focus on customer satisfaction. When Metro Sales measures Critical To Quality expectations of the customer, we work on improving those expectations, resulting in continuous improvement.

How does Six Sigma help you, the customer?

We are constantly working to improve our service. Our commitment to great service truly defines and differentiates Metro Sales as a company. Below an example of a Metro Sales Six Sigma Project designed to increase customer satisfaction:

The Project:

Measure and reduce the number of calls left incomplete due to lack of parts.

The Question:

How can Metro Sales reduce repeat calls for our customers?

The Process:

Measure all variables which impact the effectiveness of a technicians service call.
Focus on improving the three most important variables.
Develop and implement a comprehensive parts inventory improvement initiative.

The Result:

Between 2002 and January 2008: percent of calls left incomplete was improved by 30% to 6.5%, which is over 50% better than the industry average.

Why do Metro Sales Technicians Provide the Best Service in the Midwest?

In an effort to increase customer satisfaction, we implemented a true bonus-for-performance incentive program for our technicians. This program is called the “Technician Incentive Program”, or ”TIP”. Under this program, the longer your machine’s uptime and the more proactive our technicians are in replacing parts, the greater the technician’s bonus. We reward our technicians for going above-and-beyond the call of duty; aligning technician’s best interests with your best interests.

Metro Sales Inc.

Over 100 Field Technicians. Service. Service Service.