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17 results for "Voice of the Customer"

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  • Voice of Community

    Tags: Voice of the Customer, VOC, voice of community

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  • How to Effectively Conduct ‘Voice of the Customer’ Research

      For today’s finicky consumers, seeking feedback with customer satisfaction surveys is no longer enough. Ascertaining your customers’ wants and needs might compare to assembling a three-dimensional jigsaw puzzle with a few pieces missing. It requires a multi-layered process tha...

    Tags: innovation, innovation excellence, Customers, Interviews, Product Innovation, Research, Strategy, Customer Research, Voice of the Customer

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  • Take the survey: How customer-obsessed are your Operations?

    Overview: This survey tries to unveil the maturity of organizations in achieving a customer-obsessed operating model. What are the major drivers of change and what role does IT play? Take this survey to find out how 'mature' your organization is. Original: http://www.processexcellencenetwork.c...

    Tags: PEX Network, Voice of the Customer, Customer Focus, customer satisfaction

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  • Voice of the Customer (VOC) in the Internet of Things (IoT)

      In February, I speculated about how our notion of “Voice of the Customer” (VoC) might change, since between 2016 and 2020 we are poised to witness the Internet of Things (IoT) as it grows from 6.4 billion to over 20 billion entities. The IoT will require us to re-think fundame...

    Tags: innovation, Internet of Things (IoT), quality, Quality Systems, Technology Management, competitiveness, customer, customer service, Internet of Things, IoT, management, reflection, value, VOC, Voice of the Customer

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  • The Achilles Heel of Customer Journey Mapping

    Journeying through western Wyoming. Image Credit: me. Achilles was that guy in Greek mythology whose mother, when he was born, wanted to protect him soooo much that she held him by the heel and dipped him in the power-giving waters of the River Styx — making him bullet proof (and much ...

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  • Voice of The Customer: What They Really Think of You!

      Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want...

    Tags: Business, Customer Experience, Customer Satisfaction Survey, Customer Service, Leadership, Respect for People, Six Sigma, customer satisfaction, lean six sigma, voice of the customer

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  • 3 Effective Six Sigma Tools for Higher Education Process Improvement

    The Six Sigma methodology is a process improvement tactic that was originally introduced within the manufacturing space, but has quickly found adoption into higher education. With the concepts of the methodology spreading widely and offering a template for the improvement of efficiency and enhan...

    Tags: Six Sigma, methodology, project charter, sipoc diagram, six sigma implementation, voice of the customer

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  • [VIDEO] Car Shopping: Six Sigma Style

    Dr. Elliott talks about the importance of measuring customer satisfaction AFTER the product is delivered and likens it to the process of buying a new car. Sign up for our newsletter and receive exclusive access to all of our videos and whitepapers long before they’re available to the ...

    Tags: Six Sigma, Six Sigma Videos, customer, six sigma video, voice of the customer

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  • Capability Analysis: The Power in Variables

    The capability analysis is a valuable tool for Lean Six Sigma professionals. Every process has performance limits and variables. There is power in understanding those variables and variances that customers will tolerate. It offers a method of understanding these variables or limitations, and alig...

    Tags: Customer Satisfaction Survey, Customer Service, Six Sigma Tools, capability analysis, lean six sigma, quality, shmula.com, voice of the customer

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  • Marketing, Milkshakes and Understanding Your Customers

    McDonald’s Milkshakes McDonald’s had a problem. They weren’t selling enough milkshakes. You’ll soon discover, that wasn’t actually the problem. That’s what McDonald’s found out when it hired a team of researchers to figure out why milkshake sales were slu...

    Tags: Business Management, Off The Wall, Tools and Software, customer experience, Customer Needs and Requirements, Kano Model, root cause, voice of the customer

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