TLS Continuum How to Guide - Power of the Customer
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The basis of all continuous process improvement is the voice of the customer and its contribution to the organization.
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TLS Continuum How to Guide - Power of the Customer
- 1. The Power of the customer A TLS Continuum Guide to Process Improvement
- 2. As an organization Your goal and purpose is to acquire and maintain customers Customers are vital to the success of your organization
- 3. Voice of the Customer Critical to improvement success They tell you what is wrong They are your organization They are your financial status
- 4. How do we know what they are telling us? Surveys Active listening Quality for Deployment assessments
- 5. Voice of the Customer Needs Faster Better Cheaper
- 6. Voice of the Customer Needs Faster means can we deliver your service or product quicker than the customer requested it
- 7. Voice of the Customer Needs Better means can we deliver our product or service exactly as the customer requested without the need to rework it due to things done incorrectly?
- 8. Voice of the Customer Needs Cheaper does not mean negotiated price Cheaper means can we deliver the product or service earlier than promised
- 9. Voice of the Customer Needs The House of Quality is the answer to the customer needs It tells you what is important to the customer It tells us what they expect from us
- 10. VOC Quality for Deployment Form © Daniel Bloom & Associates, Inc, 10 © 2015 Daniel Bloom & Associates, Inc
- 11. Voice of the Customer Needs Need to look at the tool from the perspective of what is important to them not your organization
- 12. Voice of the Customer Needs Steps to complete the House of Quality 1. Begin with the left side of the form 2. For each category ask the customer what is important to them 3. What would make your product better? 4. What would make your product faster? 5. What would make your product cheaper?
- 13. VOC Quality for Deployment Form © Daniel Bloom & Associates, Inc, 13 © 2015 Daniel Bloom & Associates, Inc
- 14. Voice of the Customer Needs 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 in each stage of the process: Planning Development Marketing Delivery Support
- 15. Voice of the Customer Needs 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.
- 16. Voice of the Customer Needs Voice of the customer in turn determines Job requirements Staffing levels Customer service Sustainability of your organization Organizational reputation
- 17. Lessons Learned 1 Customers are key to organization success 2 They tell you what is wrong with your process 3 They determine whether you remain in business
- 18. MORE INFORMATION? 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