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TLS Continuum How to Guide: Voice of the Customer

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This installment of the TLS Continuum How to Guides looks at the the voice of the customer to your organization.

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TLS Continuum How to Guide: Voice of the Customer

  1. 1. Voice of the Customer TLS Continuum How To Guide
  2. 2. Voice of the Customer Critical to Improvement Success They tell you what is wrong They are your organization They are your financial status
  3. 3. How do we assess the voice of the customer? Surveys Active listening Quality for Deployment assessment
  4. 4. Voice of the Customer Requirements Cheaper Faster Better
  5. 5. Voice of the Customer Requirements Cheaper – Not price wise but cheaper to deliver. Can you deliver it in two days instead of 7 days?
  6. 6. Voice of the Customer Requirements Faster Can you deliver your service or product in shorter amount of time then the competition?
  7. 7. Voice of the Customer Requirements Better Can you deliver your service or product with no defects? How many times do you have to redo what you have already done?
  8. 8. Voice of the Customer Requirements The 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?
  9. 9. VOC Quality for Deployment Form © Daniel Bloom & Associates, Inc, 9 © 2015 Daniel Bloom & Associates, Inc
  10. 10. VOC and Quality Function Deployment Look at the form and understand what is important to the CUSTOMER not what is important to you
  11. 11. VOC and Quality Function Deployment You 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?
  12. 12. VOC Quality for Deployment Form © Daniel Bloom & Associates, Inc, 12 © 2015 Daniel Bloom & Associates, Inc
  13. 13. VOC Quality for Deployment Form As 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: Planning Development Marketing Delivery Support In each category they are then weighted as to whether they are a strong need, a medium need or a weak need.
  14. 14. 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.
  15. 15. Voice of the Customer Requirements Voice of the customer in turn determines Job requirements Staffing levels Customer service Sustainability of your organization Organizational reputation
  16. 16. Daniel Bloom SPHR, Six Sigma Black Belt Chief Executive Officer Daniel Bloom & Associates, Inc. PO Box 1233 Largo, FL 33779 (727) 581-6216 dan@dbaiconsulting.com http://www.dbaiconsulting.com More Information?

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