Customer Focus Workshop

Determine the Voice of the Customer (VOC)

To be competitive businesses must deliver what customers want.  This is a simple but often ignored axiom – we often assume we know what they want.  The key to achieving high levels of customer loyalty while achieving aggressive corporate goals is to understand the voice of the customer and how it drives higher market share, improved operating margins, higher quality levels and shorter lead times.

This is a 2-day course designed to give the participant the ability to identify and segment customers and other important stakeholders.  Methodologies for obtaining customer information will be covered, including interviewing and collecting survey data.  We then show how to organize this information and use it to identify and prioritize customer needs and wants.  In this way, the team can focus efforts on those issues with highest return on investment.  Using Quality Function Deployment methodology, we demonstrate how to transform customer requirements into detailed design specifications. 

• Lean
• Six Sigma
• Lean Six Sigma
• Design for Lean Six Sigma
• Customer Focus Workshop
• Statistical Process Control
• Design of Experiments
• Failure Modes and Effects Analysis
• Control Charting
• Measurement System Analysis
• Intro to Statistical Tools for Data Mining
• Specialty Consulting
• Public Courses
• Current Events
• Past Events