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Identifying CTQ when no service evaluations allowed

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  • #51341

    Devorah
    Participant

    Hello all,
    I have an account for whom I need to submit an improvement plan. I want to identify CTQ for each individual and then see if there is a trend that I can focus on for process/service improvement for the overall account.Unfortunately this account does not allow us to ask for service evaluations after the service has been completed for each individual. I have a couple of ideas for collecting data before and during the service, but I wanted to see if anyone else has any brilliant ideas that could help me identify CTQ, particularly trends. I hope that was coherent.
    Thanks, Devorah

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    #177810

    Angi Lee
    Participant

    If you some mechanism for capturing complaints, that would be a good source of information.

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    #177811

    Xgames
    Member

    What are you tracking now that says you need to make an improvement?

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    #177815

    Devorah
    Participant

    We get scores from a 3rd party company that give us the orders. So, we have to improve our CTQ scores. Unfortunately I feel the questions they ask the customer are too general, not giving enough detail to help me nail down the real CTQ issues. I have to identify for 2009 three CTQ issues per customer order. Of course, they will differ each time. I have gleaned what I can from the feedback they have given. There is a recurring theme of about 4-5 issues that seem to have the most hits. I am allowed to ask questions before and during the service, at which time I can try to get this information. I am sorry I am being vague, but I don’t want to give away too much by saying exactly what we do. I just want to see what you think about gathering CTQ so that you are not biased by knowing what I am doing. :)

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    #177841

    Xgames
    Member

    I’d start with the 4-5 general issues and work with the customers to drill down to a more specific issue (before and during service). At the same time you can query them as to what is important from their viewpoint. I might have nothing to do with the 4-5 general issues. From there you should be able to build your criteria for what is CTQ.

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