Lean Product Development: The Customer Journey Value Stream – Part 2 of 4
Michael ParentThe customer journey value stream (CJVS) is the best starting place for the Lean community to engage in the processes of product development.
voice of the customer
Effectively Manage Data for Contact Centers
Amit DharConsider the following contact center scenario. Janet, a mobile consumer, calls her telecom provider and lands at the Contact Center. Janet: Your network connectivity is poor in the Dukes and 53rd area. I keep dropping business calls when I commute through it every day. Advisor: Thank you for the location details. Is there any specific…
How to Avoid The Evils Within Customer Satisfaction Surveys
Rob BrogleWhen the Ritz-Carlton Hotel Company won the Malcolm Baldrige National Quality Award for the second time in 1999, companies across many industries began trying to achieve the same level of outstanding customer satisfaction. This was a good thing, of course, as CEOs and executives began incorporating customer satisfaction into their company goals while also communicating…
Managing to Standard Work in the Office
Russell LindquistIn the fourth quarter of 2010, Fairbanks Morse Engine had to swallow a tough message from its customers: You are too slow and we are not going to take it anymore! After an extensive voice of the customer (VOC) effort, it was clear that our lead times for aftermarket parts were missing customers’ expectations. Although…
Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 3 of 3
Niraj GoyalThis three-part case study focuses on improving customer satisfaction at two of the company’s diagnostic clinics – Centers A and B. In Part One, the company worked at Center A to reduce patient turnaround time, a defining component of patient satisfaction. In Part Two, the chain’s improvement story focuses on increasing patient delight at Center…
Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 2 of 3
This three-part case study focuses on two of the company’s diagnostic clinics – Centers A and B. In Part One, the company worked at Center A to reduce patient turnaround time, a defining component of patient satisfaction. Part Two of the chain’s improvement story focuses on increasing patient delight at Center B. Part Three revisits…
Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 1 of 3
The following is Part One of a three-part article. Click here to read Part Two. Click here to read Part Three. A chain of medical diagnostic clinics was developed from the ground up. After two years of hectic expansion marked by acquisitions and setting up greenfield clinics across a number of cities, it became clear…
RF Day 3: Sessions Share Insights on VOC, Business Transformation
Paul ArnoldThe conference portion of the 2011 iSixSigma Retail Forum for Process Excellence concluded on Wednesday afternoon, March 30, with three case studies, a panel discussion and a keynote address. The four-day event officially wraps up on Thursday, March 31, with a post-conference workshop and a benchmarking tour of Best Buy headquarters. All total, the 2011…
Six Sigma Trends: Upgrade for Supply Chains and Solution Providers
Elena AverboukhThis is my second article from my series reflecting research on strategies and trends in deploying Six Sigma. Our research is performed not in an academic lab but with direct application in companies through advanced team-training concepts and relevant project coaching. Although subjects vary, the structure of my articles will remain similar starting with What…