Published on July 10, 2009
Brownbag University “Improving Your Business Through VOC and VSM” VOC Focus Session Mike Pircer Dan Walker MAP Business Solutions, River’s End Consulting Inc. (248) 770-2554 (248) 379-8344 www.riversendconsulting.co www.mapbizsolutions.com m
Today’s Agenda • Introductions • Voice of Customer – Background and theory – Observation skills – The process – Outcome – Next steps • Questions and Answers • Brown Bag Series
Can We Agree? We are unaware of many of our customer expectations? Our customers are unaware of many of our capabilities? It would be nice to: •Match our customers unknown expectations •With our unknown capabilities © River’s End
© River’s End
© River’s End
What We Will Do We are going to ask our Stakeholders about: •Experiences with our products and services •Experiences with competitor products and services © River’s End
The Process 1. Build a small team of internal experts 2. Identify what we already know 3. Identify what we do not know 4. Develop specific topics of conversation and generate questions 5. Interview select individuals 6. Sort and analyze the interview responses 7. Take the information forward to future state mapping © River’s End
The Team Cross Functional Cooperative Focused Committed © River’s End
Scope and Focus Purpose: Why interview people To Learn What Services and Resources Should Be Available to Maximize Alumni Involvement. © River’s End
What Do We Already Know? Textual Analysis (What we already know) Functions Current Events Previous Events Services Wine Tastings Campus Tours Resume Writing Interview Skills Networking events Career Fairs training Business Seminars © River’s End
What We Do Not Know? Unknown, for further investigation 1 How are stats used?? 2 Impact of cost of events 3 What events "work"? 4 What is event "value"? 5 What does "invite" mean? 6 How to market to alumni? 7 What advertising works? 8 Why do grads choose level of involvement with college Post Grad? 9 Level of involvement with other university grads? 10 What makes the Alumni feel connected to community? © River’s End
What Are We Going To Learn? Objectives: What we want to know 1 Define alumni perception of value. 2 Define most effective method for communicating value to alumni. 3 Understand population definition of "involvement". 4 Define what Alumni desire in a community. 5 Understand the impact of online classes on the alumni community. 6 Understand the perception of event value. 7 Understand graduate concept of "giving back" to the college. 8 9 © River’s End
Selecting People To Interview © River’s End
What We Going To Ask? 1 2 3 4 5 6 7 Define most Understand the Understand Define alumni effective method Understand Define what Alumni impact of online Understand the Objectives: graduate concept perception of for population definition desire in a classes on the perception of of "giving back" value. communicating of "involvement". community. alumni event value. to . value to alumni. community. Tell me why you How do online Tell me what your Describe the most Describe a charity, Please describe a feel compelled to How would you define classes hinder understanding of efficient way to church, group, team good Alumni event give back to Question 1 a community of your participation what the Alumni communicate info that you've been that you've college. alumni? in the alumni Assoc. does. to you. involved with. attended. association? Tell me why you How would an Describe to me What compels How frequently would Please describe a don't feel What would you like established social what the Alumni you to act on the you like to be involved bad Alumni event compelled to give Question 2 to see in a Alumni networking back to college. Association info you with the Alumni that you've community? community should do for you. received? Association? attended. benefit you? How would you To you, what How well was the would be the value of Tell me the value define your Tell me about your What is your desire to Describe the responsibility to value of being a participating in of regularly Question 3 involvement in other be part of a online class member of the the Alumni scheduled Alumni post graduation? organizations. community? community. Alumni communicated to meetings. Association? you? Describe your How would an Tell me about how "connectivity" to What does being established social What types of What does being a you are involved with How do you define a the College based Question 4 a Graduate mean networking events are Graduate mean to virtual/social community? on the amount of to you? community valuable to you? you? networks. online classes benefit you? you have taken. © River’s End
The Interview Guide? Interviewee/Objectives: _Full Time Faculty Member (5,6,7,1,2,3,4) Questions Interview Team (___) 1 What does being a Graduate mean to you? 2 Tell me about your involvement in other organizations. (other alumni associations) 3 Describe to me what the Alumni Association should do. (generically) 4 Tell me what your understanding of what the Alumni Assoc. does. 5 How do online classes hinder the student's participation in the alumni association? 6 Please describe a good Alumni event that you've attended. Please describe a bad Alumni event. 7 What types of events are valuable to you? 8 What compels you to donate money and/or time to the College? 9 Describe the most efficient way to communicate info to you. 10 What compels you to act on the info you received? © River’s End
The Interviews O n e in t e r v ie w O n e f o r ilit a t n o t e a c tw o o r ta k e rs W r it e n , v e r b a t im Ve r y s n o te c o n v e r s a t io n a l fo rm a t © River’s End
Red Dot Reduction and KJ Analysis This group reduced from 387 down to 29 individual comments/observations
Ways to Connect Reasons for The Alumni Getting Involved Community Community Business Event Motivation to Involvement Building Networking Characteristics Giveback Barriers Valuable events would To contribute back to Walsh, An alumni association holds A Walsh grad needs to help It’s difficult for graduate include information and the college would have to go a body of memories and another Walsh Grad. That’s students to get involved . contacts to build a sense of back to its roots foundation , builds relationships the connection. Undergrad is a better fit. community. and ideals I liked that Stephanie I feel compelled to contribute to Walsh An alumni association Everyone expects With online learning there is , Bergeron took the time to because I wrote the college something should hold regular monthly networking to be part of on a personal level – I got good PR no way to build deep visit the networking event in from the college for business meetings events relationships. Novi. purposes via a publication /newsletter . Has liked all events he has You need a come-to-Jesus He feels the WCAA could attended but does notice , I think the Alumni meeting. Most people don’t bring new contacts and the that many of the same association is for fund know you’re trying to do chance to make sales. people attend the same raising. something. events. Reaching Out with Alumni Feeling Lack of Visibility Effective Disconnected Communication Consistent and Methods of Traditional Regular Updates Communication Methods of on Relevant 2.0 Communication Insights He also feels it is important to be part I was disconnected for10 Once they pass by on of an institution of higher learning . He Email and paper are good ways to In print, I’d like to see a years then got reconnected wants to be on the cutting edge of communicate with me . Email is easy graduation day there’s no , information and feels Walsh to get, paper can be shared easily and longer-term calendar of to my Alumni association at further connection. community should provide that to put on the table for reference . upcoming events . MSU. him . As a member of the Walsh I can’t recall exactly what Not involved with other I have NO IDEA what the community, I would like to brought me into WCAA but , Print, email are best ways to alumni associations all ask , Alumni Assoc. does hear about cutting edge after I started my business I communicate with me. for money or I felt no stuff. got Walsh email newsletters . connection when in school . He wants to get involved or For me, staying involved in an LinkeIn or Facebook page institution of higher learning is at least learn his options but would be a good social I’ll discard more email than important because I want stimulating has no idea how to get conversations , banter, politics, cutting networking tool for Walsh to paper mail. started. edge discussions . use.
Questions and Answers Mike Pircer Dan Walker MAP Business Solutions, River’s End Consulting Inc. (248) 770-2554 (248) 379-8344 www.riversendconsulting.co www.mapbizsolutions.com m
Brown Bag Webinar Series Friday, July 24 (11:30am – 12:15pm) Linking VOC and VSM
Recommended References Books Websites • Learning to See, Mike Rother and John • The Lean Enterprise Institute (eVSM Shook software can be purchased from this site) www.lean.org • Value Stream Management for the Lean Office, Don Tapping and Tom Shuker Training: • Voices into Choices, Gary Burchill and • cpd.engin.umich.edu: University of Christina Hepner Brodie Michigan Lean Certification Program. • Synchronous Management, • www.villanovau.com: Villanova Mokshagundam Srikanth and Michael University Lean Six Sigma Certification Umble Program • Throughput Accounting, Thomas Corbett
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