iSixSigma

voice of the customer

Effectively Manage Data for Contact Centers

Consider 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…

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How to Avoid The Evils Within Customer Satisfaction Surveys

When 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…

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Managing to Standard Work in the Office

In 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…

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RF Day 3: Sessions Share Insights on VOC, Business Transformation

The 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…