Data Collection and the Voice of Your Customer
Katie Castree, senior performance improvement specialist, Hospital Sisters Health System, explains an effective data collection tool that gathers important process improvement information and listens to the voice of your customer.
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Using Surveys to Predict Customer Loyalty
Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]
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Customer Journey Maps
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]
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Voice of the Customer: Connecting Through Emotion and Q...
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]
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Predicting Future Behavior
Alexander Edwards, President, Strategic Vision, explains how to use voice of the customer to predict... [more]
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Customer Journey Maps: Tool and Example
Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more... [more]
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Terry Jones, Founding CEO, Travelocity: Voice of the...
Terry Jones, founder of Travelocity, discusses the importance of voice of customer in building quality... [more]
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Understanding and Managing Processes
This is a conceptual video. It explains and illustrates the systems view of processes, value creation,... [more]
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Story 1: Voice of the Customer: Open, accessible, organ...
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
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Episode 17: Voice of the Customer
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
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Voice of the Customer Table
The steps of the voice of the customer table are described to provide a robust Quality Function... [more]
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Brainstorming
Round-robin. Wildest-idea. Double reversal. No, these aren't card games, these are variations of a... [more]
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2019 ASQ WCQI Cheryl Cran
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2019 ASQ WCQI Charlene Li
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The Big Data Standard
A big data standard has been proposed but the publishing of it is in the future. In the meantime, let’s... [more]
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Inspection Division: 2019 Inspector of the Year
Gerald Johnson, United States Air Force, discusses receiving the Inspection Division's 2019 Inspector of... [more]
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How BBQ Can Help in a Technologically Disruptive World...
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How BBQ Can Help in a Technologically Disruptive World
In a culture of behaviour based quality (BBQ) all employees work in harmony to improve the number of... [more]
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Emerging Quality Leader Program
Listen to Emerging Quality Leader Program (EQLP) alumni discuss the unique features of ASQ's career... [more]
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Augmented and Virtual Reality in the Workplace
In this episode of ASQTV, we dive into augmented reality (AR) and virtual reality (VR)—what they are,... [more]
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Episode 18: Six Sigma
Six Sigma is a well-known quality method. But like most quality techniques, its use changes and evolves... [more]
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The How and Why of Auditing
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
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ASQ TV Episode 1: The Customer Experience
Quality and the customer experience go hand-in-hand. Hear from electronics giant Siemens Industry on how... [more]
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ASQ TV Episode 2: Culture of Quality
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
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Standards and Auditing
Learn why ISO 9001:2008, one of the world's best known standards, is being revised. Then hear about the... [more]
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Culture of Quality
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]
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ASQ TV Episode 3: Recalls and Quality
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
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Risk Management and Quality
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [more]
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Episode 17: Voice of the Customer
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
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ASQ TV Episode 8: Lean
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
