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Customer Surveys – CTQ for Transactional projects

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  • #34263

    Sea
    Participant

    Hi,
    I’m starting a transactional project looking at how our corporation deals with regulatory issues for our customers – basically making MSDS’ all the way from collecting information on RM’s through to distributing MSDS’ for the finished product, also aligned with this are various other transactional processes that look at the same data (eg internal EH&S).
    We want to get some definition of Customer Critical to Quality (CTQ) attributes & given the scope of the project we think this would be best done with some sort of survey. Does anyone have any example surveys they could share or suggestions for how best to approach this?
    Thanks
    Jules
     

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    #94164

    John J. McDonough
    Participant

    Jules
    You may want to start with a long, hard look at who the customer is.  I did an MSDS project a while back, and while we had systems in place to ensure folks who bought our products had MSDS’s in their hot little hands, we discovered that the critical customers were response agencies like police and fire departments.  They have significantly different needs than the product end users.  The purchasers tend to need the MSDS only to satisfy a checkmark, but the response agencies want to be able to read it!  Often they are operating under surprising conditions.
    But otherwise, it’s the same as any other project.  Figure out who the stakeholders are, do your information inventory, and from there it tends not to be rocket science to figure out how to collect the data.
    –McD
     

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