الفهرس 
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Abstract
The purpose of this article is to use Six Sigma (SS) methodology in an Egyptian carpet firm to answer consumer complaints about the product of MAC Company. Therefore, the study followed a disciplined Define, Measure, Analyze, Improve, Control (DMAIC) technique to solve customer issues. The complaints were sorted into categories using a Pareto chart, and a project charter was prepared during the define phase. In addition, the spider plot approach was used to measure the gap with the best competitor, while measurement system analysis (MSA) was used to evaluate the reliability of MI during the measurement phase. Also, the results of Spider plot, Gage repeatability and reproducibility, and Affinity diagram were used in the analysis and improvement phases to optimize the production process parameters for MAC Company. Finally, three standard buffer solutions were piloted in the control phase to ensure the reliability of measurement instrument (MI). The conclusions of this study emphasize the importance of process parameter optimization and prioritizing. It has been clear that warehouse and transportation concerns have the least influence on customer complaints, but quality control issues have the greatest impact. According to the results of the experiment, all test standards should be modified to reflect the standards used by customers-certified laboratories around the world. Additionally, items used to prepare the test solutions should be stored according to their material safety data sheet (MSDS). Finally, chemically resistant equipment should be employed, and a specific apparatus for generating grade three distilled water should be provided. The study was focused on a single MI, as well as a single type of consumer complaint. It has focused only from the quality control process view and not from the transportation, suppliers and downstream supply chain view. A systematic and data-driven approach of the SS methodology was ensured that the customer complaints due to the reliability of MI reduced from 37 % (approx.) to 8% (approx.) resulting in a considerable increase in consumer purchase orders. Additionally, the gap ratio with the best competitor was reduced from 19 % to 3 %.