Voice of the Customer: Replacing the Weakest Link in LSS with your Pride and Joy

March 02, 2021 | 07:00:AM - 07:00:PM CT

  • Lean and Six Sigma in a Continuous Improvement Culture

  • On-Demand Videos


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Tony Belilovskiy


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