TLS Continuum How to Guide: Voice of the Customer
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Voice of the Customer TLS Continuum How To Guide
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Transcript of TLS Continuum How to Guide: Voice of the Customer
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Voice of the CustomerTLS Continuum How To Guide
Voice of the CustomerCritical to Improvement SuccessThey tell you what is wrongThey are your organizationThey are your financial status
How do we assess the voice of the customer?Surveys
Active listening
Quality for Deployment assessment
Voice of the Customer RequirementsCheaper
Faster
Better
Voice of the Customer RequirementsCheaper Not price wise but cheaper to deliver. Can you deliver it in two days instead of 7 days?
Voice of the Customer RequirementsFaster
Can you deliver your service or product in shorter amount of time then the competition?
Voice of the Customer RequirementsBetter
Can you deliver your service or product with no defects?
How many times do you have to redo what you have already done?
Voice of the Customer RequirementsThe House of Quality is the answer to each of these requirements
It tells you what is important to the customer
It answers the question what do you expect from us?
VOC Quality for Deployment Form Daniel Bloom & Associates, Inc,9
2015 Daniel Bloom & Associates, Inc
VOC and Quality Function DeploymentLook at the form and understand what is important to the CUSTOMER not what is important to you
VOC and Quality Function DeploymentYou begin to complete the form by starting on the left hand side of the form
For each category present what the customer tells you that is important to them
What would make your service/product better for them?
What would make your service/product cheaper for them?
What would make your service/product faster for them?
VOC Quality for Deployment Form Daniel Bloom & Associates, Inc,12
2015 Daniel Bloom & Associates, Inc
VOC Quality for Deployment FormAs you can see from the previous slide the Quality Function Deployment form lays out in clear terms the needs of the customer.
The vertical columns then look at what your organization needs to do to meet those needs to reach stage of the process:PlanningDevelopmentMarketingDeliverySupport
In each category they are then weighted as to whether they are a strong need, a medium need or a weak need.
VOC Quality for Deployment Form
In each category they are then weighted as to whether they are a strong need, a medium need or a weak need.
The higher the weight (strong being a 4 and weak being a 1) the more pressing to be worked on.
You want to choose the critical few to resolve first.
Voice of the Customer RequirementsVoice of the customer in turn determinesJob requirementsStaffing levelsCustomer serviceSustainability of your organizationOrganizational reputation
Daniel Bloom SPHR, Six Sigma Black Belt Chief Executive OfficerDaniel Bloom & Associates, Inc.PO Box 1233Largo, FL 33779(727) [email protected]://www.dbaiconsulting.comMore Information?
