3M 2004 Annual Report Download - page 9

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innovate, grow, deliver 7
Meeting our customers’ needs is more than a commitment; it’s what sets
us apart in an increasingly competitive world. Across the globe, we’re
teaming up with customers and bringing the full weight of our expertise
to bear on their greatest problems and opportunities. When viewed
through a Six Sigma lens, we see customers’ problems with data-driven
clarity. Then, we help them find solutions that weren’t apparent before,
contributing to our customers’ growth and profitability.
We’ve already initiated more than 400 joint Six Sigma projects with
customers, and more project opportunities are being identified every day.
“Six Sigma with Our Customers” adds a whole new dimension to the
value we bring to customers. It puts our relationships with customers on an
entirely new footing, laying the foundation for mutual, long-term success.
For example, when one of the world’s largest auto repair companies wanted
to reduce its normal repair time, an experienced 3M Six Sigma team
stepped in. This company already was performing notably better than
the industry average, but it wanted to become even faster. With 3M’s
Six Sigma support, this customer reduced its average repair time by more
than 30 percent in less than three months. Another Six Sigma project –
with a major automaker – produced similar success. To increase its
customer satisfaction, this global manufacturer wanted to reduce the
wind noise inside its vehicles. The Six Sigma team not only achieved
this goal, but reduced manufacturing costs as well. Today, we have a fully
integrated Six Sigma program with this customer, focused on improving
its manufacturing processes and on enhancing its new-vehicle designs.
We also teamed up with a major U.S. retailer, using Six Sigma tools to
help improve its merchandising and supply-chain management, thereby
enhancing this company’s success.
TEAMING UP WITH
CUSTOMERS