Lean and Six Sigma in a Continuous Improvement Culture
International Institute for Customer-Centered Leadership
Leaders want to design, deliver and measure excellent customer experience, products and service. But ask any ten employees (a) what “service” means, (b) who “the customer” is, (c) what their top priorities are and (d) what repeatable method is used to get those answers. When consensus is illusive, so is success. Guidelines on how to get that Voice of the Customer (VOC) data and use it to improve and augment LSS change initiatives are elusive. Surveys, quality function deployment (QFD), the Kano model, ISO 9000, Six Sigma and others have been increasingly relied upon to capture the voice of the customer (VOC). NONE answer key questions with the simplicity every practitioner needs. The firm well-versed in both ISO and LSS that lost a $400 billion contract, referenced in this presentation, is what can go wrong. We contrast that with examples of how to do it right. This interactive session provides the method with humor and simplicity. It goes beyond hearing the “voice of the customer” to reading their minds, touching their hearts and implementing change in your continuous improvement efforts. Results illustrate best-in-class performance and satisfaction you can achieve, too. CLICK HERE to complete the survey for Tony Belilovskiy
Click below to log in to your account or register for the event in order to access this content.
*Please note that it may take up to 15 minutes for the system to update once registration is complete. If you’re having trouble, please try again in a few minutes.*