iSixSigma

Customer Satisfaction

VOC — Not Fast or Easy

In several of my previous blogs, I stressed the importance of statistical thinking in interpreting data. For many people, statistics is probably one of the hardest subjects to learn. In contrast, voice of the customer, often qualitative in nature, may appear simpler. But identifying the right customers and their needs, in my opinion, is exceedingly…

To script or not to script customer interactions?

In light of our overall desire to standardize processes in order to reduce variation, I’ve seen a fair share of projects in the service or transactional spaces where one of the recommendations is to script key parts of the customer interaction. While this may make sense to help shorten a call or standardize the interaction,…

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Some Assembly Required, II

After doing Continuous Improvement for some time, I started noticing improvement opportunities everywhere, in everyday life. Here is a recent example. With holidays and vacation days coming last December, I was going to get my basement organized and needed some shelf space. After reading some positive product reviews online, I bought two 48″ (wide) heavy…

More than Profits

Last week GlaxoSmithKline agreed to pay $750 million to settle charges related to bad products. In their press release, they stated: “We regret that we operated the Cidra facility in a manner that was inconsistent with current Good Manufacturing Practice (cGMP) requirements and with GSK’s commitment to manufacturing quality. GSK worked hard to resolve fully…

Your Call Is (Not That) Important to Us

I was reading the USAirways in-flight magazine while flying from Philadelphia to Boston the other day. The issue’s Must Read is anexcerpt from Chapter 1 of the book Your Call Is (Not That) Important to Us by Emily Yellin. I thought it was interesting as it is filled with horror stories of how Customer Service…

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Some Assembly Required

I was shopping at IKEA and found a bureau on sale for $30. The display model looked well-made with nice materials and finish. However, as expected, IKEA furniture comes in a box assembly required. No problem as I have plenty of experience. The assembly process took a number of steps: Find a suitable area large…

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Customer Focus

We have all heard a lot about “customer focus” in our work. But what does it really mean? How much has “bringing customer focus to the organization” helped you change the culture and improve the long-term performance of the business? What has been your customer’s response to it? Lean Six Sigma has brought more concrete…

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I Am Your Customer

This was handed out at an all-hands today – not my words, and a great reminder of why we do what we do. I am your customer. Satisfy my wants, add personal attention and a friendly touch, and I will become a walking advertisement for your products and services. Ignore my wants, show carelessness, inattention…

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Customer W.O.W. – The Time Is Now!

As families struggle to make ends meet, the value provided for the dollar spent is more important than ever. What should we do? Panic? No – we don’t need to stinkin’ panic. . . we got Six Sigma!

Mapping a Path to the W.O.W. Side

Consistently delighting customers and providing exceptional handling of issues and errors using the R.A.P.I.D. methodology are two ways to create customer W.O.W. (What’s Needed – On Time – With Value).

Managing the unmanageable

As I was getting into the cab outside Sheraton Saigon, the concierge guy handed me a small squarepiece of paper. “What’s this for?”, I asked, without really looking at what was handed to me. “In case you havetrouble with the driver sir.”, the concierge guy answered. It was a small feedback form allowing hotel guests…

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The Grapes of W.O.W.

If your customers rate you a “7” on a scale of 1 to 10 (10 being the best), do your customer ratings range from 6 to 8 or do they range from 4 to 10? What would you do with this information?

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Getting a Clue with Queuing Theory

I often find real world examples of process “improvements” staring me blatantly in the face. For example, I stumbled upon queuing theory in action at the local movie theatre. Queuing theory is the study of how lines (or queues) are formed and dissipate over time. Examples of queues are everywhere: traffic at an intersection, restaurant…

The Weakest Link

Last week I spent an evening at the local emergency center with my mom. The experience reminded me of the old saying: “You are only as good as your weakest link.” And here’s why. . . When I walked into the emergency center I was immediately accosted by a huge poster focused on customer service…

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Customer Satisfaction: Is it overrated?

Think about this: when was the last time you told someone about an experience that met your expectations. Perhaps it was an adequate dinner while on the road, or a satisfactory hotel stay. Now think about the last time your expectations either weren’t met at all, or were wildly exceeded. How many people did you…

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Voice of the Customer- Is it Heard in Retail?

Black Friday came and went and I avoided shopping for a number of reasons, mainly because I couldn’t be stuffed getting up early enough to get a great deal. Besides, knowing my luck, anything on my list would’ve sold out long before I arrived. Unfortunately Christmas has not been the only time I’ve shopped only…

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Voice of the Customer in Government

Voice of the Customer (VOC) is a driving value that determines the amount of waste and what adjustments need to be made to the service or manufacturing process to achieve more efficiency and thus more value to the customer. To the extent that a service satisfies the customer the service is valued. A satisfied customer…

Customers

Customer relationship, customer insight, customer retention, customer proposition, customer experience, customer journey, customer-centric, customer analytics, customer loyalty, customer value, customer satisfaction, customer equity, customer intelligence, customer contact strategy……the poor customer they have been so slice-n-diced by so many people over so many years they must be a messy pile of little cubes on the floor….

Hands of the Customer

We’re used to seeking the Voice of the Customer in the Define phase of our projects. Typically (at least at our organization) we haven’t asked, “How much of this process can we pass on to you?” This topic usually comes upwhen weteach a lean exercise in which the Voice of the Customeris supposed to rule….

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Net Promoter Score – Call for Speakers

If your company is like iSixSigma, you’ve probably read about Net Promoter Score (NPS) and thought it was a very cool topic. (For those of you who haven’t, you can read our iSixSigma Magazine cover story “Are Your Customers Promoting You…Or Do You Have to Do It Yourself?” in the Nov/Dec 2006 issue.) Net Promoter…

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Are You a Good Customer?

Being in the business of customer satisfaction keeps us focused on making sure that our customers get the best value and service possible. When a customer tells us we did a great job, it is the ultimate measure of success. Try changing hats for a minute and think about how you rate as a customer?…

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Six Sigma Basics: CTQs & VOC Translation

CTQs, short for Critical-To-Quality, are key quantifiable requirements of a service or product which are critical to meet customer expectations and often defined by customer expectations. It’s what the customer expects of our product or service. Customer expectations and comments which are gathered from surveys or comment forms for a particular area of service are…

NPS and Six Sigma

Recently I had the opportunity to attend the IQPC Australasia Six Sigma summit. For me, the highlight of the event was a presentation given by GE. The presentation focused around how the company was taking the voice of the customer to the next level by aligning NPS (Net Promoter Score) methodology with Six Sigma. NPS…

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A Short Trip from WOW to OW

A couple of weeks ago I ordered a pair of red stiletto shoes on the web. I received them the next day (free delivery of course). They didn’t fit quite right so I decided to send them back. The return instructions were in the box. I got online, printed a pre-paid return label & dropped…

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Walk On The W.O.W. Side “With Value”

Over the past two weeks we talked about how Six Sigma can help organizations accomplish “What’s Needed” and the significance of being “On Time.” But none of this matters much if it is not done “With Value.” Value – wartosc – der Wert – valor . . . Whether said in English, Polish, German or…

“On Time” for Your Walk on the W.O.W. Side

Last week we talked about how Six Sigma can help organizations accomplish “What’s Needed.” Without this element, nothing else really matters because being “On Time” with the wrong thing won’t “wow” anyone. This week we are exploring the significance of being “On Time.” Whether it is the delivery of a product or service or keeping…

What’s Needed to Walk on the W.O.W. Side

In today’s world, new technology, changing customer expectations and the competitive market are constantly redefining “What’s Needed.” Any company with hopes of competing must constantly reshape their processes and products to meet these changing needs. Fortunately, Six Sigma is there to help accomplish this by: Providing a systematic approach to continuously improve and redesign processes…

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Take a Walk on the W.O.W. Side!

Everyone is focused on What’s Needed. Done On Time is part of what must be heeded. Use Six Sigma to make it slick. Delivered With Value will seal the trick. She said hey babe, take a walk on the W.O.W. side. Said hey honey, take a walk on the W.O.W. side. And the Belts say…

What makes a satisfied customer?

Here is further article on the use of IT in six sigma projects.  We are all familiar with using analytical tools such as DOE, regression, and control charts for inferential statistics to model and predict behaviour. One IT tool I have recently had the benefit of using being decision trees. Let me explain. Take for…

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Good Process, Bad Process

I was in New York City on a busy summer weekend not too long ago. Me and a whole lot of other tourists. In fact, it was the busiest I have ever seen the city in terms of tourists. Saturday night found me and my companions at one end of Times Square, fighting the crowds…