Applying and old, but effective, process to social media management.

1. Social Six Sigma S 6 σ

2. Definition The term Six Sigma originated from terminology associated with manufacturing, specifically terms associated with statistical modeling of manufacturing processes. The maturity of a manufacturing process can be described by a sigma rating indicating its yield, or the percentage of defect-free products it creates. A six sigma process is one in which 99.99966% of the products manufactured are statistically expected to be free of defects (3.4 defects per million). The “Original” DMAIC project methodology has five phases: Define the problem, the voice of the customer, and the project goals, specifically. Measure key aspects of the current process and collect relevant data. Analyze the data to investigate and verify cause-and-effect relationships. Determine what the relationships are, and attempt to ensure that all factors have been considered. Seek out root cause of the defect under investigation. Improve or optimize the current process based upon data analysis using techniques such as design of experiments, poka yoke or mistake proofing, and standard work to create a new, future state process. Set up pilot runs to establish process capability. Control the future state process to ensure that any deviations from target are corrected before they result in defects. Implement control systems such as statistical process control, production boards, and visual workplaces, and continuously monitor the process.

3. Social Six Sigma Define = Listen: Successful organizations are those that listen well. It is indeed an art form. This does not imply that one does not do any of the talking, but rather that prospects of customers either consciously or subconsciously (directly or indirectly) let you know what they want. What better way than social media ask for or simply collect all of that information. Measure = Engage: This may not appear to be a solid analogy, but in the social media world it is. Engagement does not always mean resolution. It may be defined as “clarify” or “expand”. One will not be able to analyze with incomplete data. Analyze = Analyze: No way over-define this equation. Analyze not only what is important to your organization but what appears to be important to the client. Improve = Address: See to and respond to the concerns of the prospect or client. This along with the reaction data will also help refine the social media strategy. Control = Change: Make the necessary changes to your strategy/process and begin collecting data to ensure you have made the right moves.