Voice of Customer process

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Information about Voice of Customer process
Business & Mgmt

Published on February 20, 2009

Author: tentmaker

Source: slideshare.net

Description

Remember the old days when all of our cost cutting activities were done without talking to the customer first? Remember when we accidentally cut out important processes that hurt our customers? One day I hope we can all say, "Yes, I remember those days." Before your next Lean exercise we need to talk about what your customer wants to buy from you!!!

© River’s End Consulting, llc Latest update 02/16/09

Our customers are unaware of many of our capabilities? It would be nice to: Match our customers unknown expectations With our unknown capabilities We are unaware of many of our customer expectations? © River’s End Consulting, llc Can We Agree?

It would be nice to:

Match our customers unknown expectations

With our unknown capabilities

© River’s End Consulting, llc

Does this look familiar? © River’s End Consulting, llc $ $$ $$$ $,$$$ $$,$$$ Cost of Time Effort Resource’s Time Spent Opportunity Identified Start of Production Most spend time in COSTLY Problem Solving I know what the customer wants Can’t meet customer needs

A Better Plan © River’s End Consulting, llc $ $$ $$$ $,$$$ $$,$$$ Cost of Time Effort Resource’s Time Spent Opportunity Identified Start of Production Few invest time upfront to identify Critical Stakeholder requirements early. Most spend time in COSTLY Problem Solving VOC Stakeholders Optimization Validation I know what the customer wants Can’t meet customer needs

We are going to ask our Stakeholders about: Experiences with our products and services Experiences with competitor products and services © River’s End Consulting, llc

We are going to ask our Stakeholders about:

Experiences with our products and services

Experiences with competitor products and services

2. Identify what we do not know © River’s End Consulting, llc What We Will Do 1. Identify what we know 7. Establish stakeholder centered requirements 3. Develop specific topics of conversation 4. Identify who may know what we need to know 5. Interview stakeholders throughout the value stream 6. Analyze the responses

© River’s End Consulting, llc LET’S TALK TO YOUR STAKEHOLDERS

© River’s End Consulting, llc WANT MORE INFORMATION? CONTACT ME SO I CAN SHARE THE SYETEM BEHIND THE PHILOSOPHY!

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