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Identifying the Customer

Six Sigma – iSixSigma Forums Old Forums General Identifying the Customer

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  • #52749

    newbie
    Participant

    In an academic process, who is the customer?  I can see an argument for both the student (who spends time & money and consumes the curriculum) and the market place (who creates the ultimate demand for the school’s output – ie Quit paying Harvard grads top tier starting salaries, and tuition comes under scrutiny).
    I would like to better understand which of these relationships should take precedcence during process design…..or is that a question the designers must answer?  In other words, does ‘it depend’?  
    Thanks!

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    #185996

    GB
    Participant

    Who is the recipient of the product, service, or output of your scoped process?You might want to step back and ask who is sponsoring it? Go and ask them and then conduct VoC/QFD

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    #186034

    Jonathon Andell
    Participant

    The customer of an academic process, like any other process, depends on which process you are observing. The customers of an enrollment process can be the students AND the faculty AND the registrar’s office AND… Similarly, the customers of an individual class are more aligned to the student, or perhaps the employer who is paying the student’s fee.Many times it is erroneous to try to identify the one customer. There can be multiple customers. Consider reading Rob Lawton’s book “Creating a Customer Centered Culture” for his classification of customer types (although I would replace his term “fixer” with the term “modifier”).If you look at your process from the standpoint of what it delivers, who are the recipients, and what they need the output to do for them, you will have a lot of insight.Down side: if you want to think of “the marketplace” as a customer, you will have a hard time determining what “the marketplace” does with an individual process outcome.

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