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Voice of the Customer: Enhancing Customer Experience

Voice of the Customer: Enhancing Customer Experience

The Voice of the Customer (VoC) refers to the process of capturing customer feedback, opinions, needs, and expectations to better understand and improve products, services, and overall customer experience. As businesses increasingly prioritize customer experience...
What is the Voice of the Process (VOP)?

What is the Voice of the Process (VOP)?

Table of contentsWhat is the Voice of the Process (VOP)?Standard Deviation and MeanVOP Capability IndicatorsAre the Specs Accurate?Determine What the Customer Will TakeHow Well Does the Organization Meet Customer Expectations?Benefits of Voice of the ProcessRelated...
Why are KPIs important in Lean Six Sigma?

Why are KPIs important in Lean Six Sigma?

Table of contents When companies have the wrong KPIs, or worse, no KPIs… I’m going to “clue you in” on the Root Cause of most Failures Aiming at fuzzy target(s) No target(s) (or not knowing that there is a target) Aiming at the wrong target(s) Trying to Aim at...
Why do we need a Lean Six Sigma Project Hopper?

Why do we need a Lean Six Sigma Project Hopper?

Table of contents Why do we need a Lean Six Sigma Project Hopper? A Cautionary Example… How do you capture the Voice of the Operator? Steps to break down the division Related Articles How to Build a Project Hopper? We (the Management) already know what the...
Why do some Lean Six Sigma Deployments Crash & Burn?

Why do some Lean Six Sigma Deployments Crash & Burn?

Table of contents Why do Lean Six Sigma Deployments fail? Now, let’s talk about how NOT to do it… Our Executives are “Too Busy” for training Leadership wants to train a single Belt to be the “CI person” (and single-handedly save the...
When the Green Belt becomes Leadership’s New Toy

When the Green Belt becomes Leadership’s New Toy

Table of contentsWhen the Green Belt becomes the Leadership’s new toyThe Green Belt becomes leadership’s new toy.Don’t make the same mistakeBuild the foundationRelated Articles When the Green Belt becomes the Leadership’s new toy I remember getting a new cool toy for...