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Who Is the Customer?

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Viewing 7 posts - 1 through 7 (of 7 total)
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  • June 5, 2014 at 4:39 pm #54764

    Hamza Sinan
    ★ 20 Years ★
    Guest

    I am a trainee from Motorola solution, and I am doing a project to be certified in LSS. The project I am doing is with a health care clinics, and their main issue is the Nursing Homes, where they do not have enough deals with them. They want to increase the number of patients from the Nursing Homes, and they want from me to do my project on this subject. My question is: When I am looking for the data and the VOC, from where should I do it? In another word, should I make a survey to the Nursing homes providers, or with the clinic I work with?

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    June 9, 2014 at 6:12 am #197021

    Annie Rowland
    ★ 20 Years ★
    Guest

    Your customer is the person you will be delivering goods or service to. If the clinic is requesting a strategy to increase revenue/ admissions to the nursing homes, then the clinic is the customer and you should base your strategy on what they need you to accomplish. Certainly, you can query the nursing homes to identify gaps in why the admissions are lower but that isn’t your first step. Dig down into your root cause 5Ws and establisg the current state of the admssions process, identify your gaps and map out the future state/ tru north. You can fishbone the barriers ( thats where the nursing home feedback would play in ) A great tool for this would be an A3. Best of luck !!

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    June 9, 2014 at 5:55 pm #197023

    Don Strayer
    ★ 20 Years ★
    Guest

    I tend to be dogmatic when identifying the customer. The ultimate end customer is the only one that really matters. In your case, this would be the patients. If you are not improving service to the patients you’re probably pursuing a delusion.

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    June 10, 2014 at 6:57 am #197024

    MBBinWI
    ★ 10 Years ★
    Participant

    @Hmsinan – you first need to look at the system that you are working with, and what outcomes of that system that you are looking to improve. You’ll then need to identify who is affected, who needs to approve, and who needs to be informed – each of these groups is a customer in one sense or another, and each will have some needs (some more important than others – that is for you and the sponsor to evaluate).

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    June 10, 2014 at 8:07 am #197025

    Chris Seider
    ★ 10 Years ★
    Participant

    Work with the project champion who should be able to help with confusion of customer identification.

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    June 10, 2014 at 9:11 am #197026

    Jaitly
    ★ 10 Years ★
    Participant

    Customer is the one who is paying for your services. Also, the customer is the one who should be impacted most.

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    June 13, 2014 at 10:40 pm #197036

    William Selka
    ★ 10 Years ★
    Participant

    I agree with Jaitly. Who pays is a great start to identifying the customer. However, if the customer is an amorphous organisation like the government, it can be useful to follow the chain of control through the direct customer to the service receiver. The point I would like to make is that in this example, it is the service receiver as a voter that you need to satisfy or delight, as the methodology’s focus is on making better business.

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