NEW ORLEANS -- Changing a corporate culture doesn't happen overnight but EMC Corp. is working hard to become a...
more customer-friendly company -- an area it has neglected in the past, probably because of its dominant position in the market.From the CEO on down, EMC is implementing a Six Sigma practice in its organization to improve customer satisfaction. Developed in the 1980s by Motorola Inc. to reduce manufacturing defects, Six Sigma methodology demands that a company begin by identifying defects in its processes that influence customer satisfaction the most. For each factor, the company then determines an acceptable range and works to eliminate these defects. "It is the No. 1 program I am driving from my office throughout this year," said Joe Tucci, president and CEO of EMC, at the company's Technology Summit in New Orleans this week. "We've not been a good company or an easy company to partner with … this is an important step forward in the rejuvenation of EMC." Tucci is working on his green belt certification, which is the first step on the Six Sigma ladder.
EMC also faces an uphill battle building relationships with other vendors. Howard Elias, executive vice president of corporate marketing at EMC, acknowledged that in the past the firm has not been a good company to partner with. He said EMC's new ecosystem partner program is its strongest commitment to date to build good relationships with its channel and partners. "A few years ago, EMC would have struggled to even have this conversation … but well over half the business we do today is touched by a partner one way or another," he said.Click here for more of today's news.