![]() Identify and validate causal factors adversely affecting your results.It is a useful way of converting voices to something measurable and actionable for your customer experience processes. This Lean Six Sigma exercise is called building a critical-to-quality (CTQ) tree. Proper analysis of these voices enables organizations to translate them into critical requirements and then design the processes to meet those requirements. ![]() Also, remember that processes can be visible to the customer as part of their product or service experience or they may exist behind the scenes in operational support. The most common voices are those of the customer, the business, the process, and the employee.Įven a well-designed process can, over time, be rendered ineffective or incapable due to changes in personnel, technology, customer expectations, and government regulations. One of the first steps in resolving a business issue is to identify who the customers are and listen to their respective “voices” to understand their expressed needs. Find and listen to all the voices that are important to your organization.By finding and improving underlying issues through a Lean Six Sigma project, organizations can make meaningful changes that last. These data-driven projects often focus on specific metrics such as customer satisfaction (CSAT), issue resolution, sales, accuracy, speed of service, and efficiency. While the concept originated years ago in the manufacturing sector, its practices can drive improvements in nearly every aspect of a customer experience operation, from hiring and training to workforce planning to customer engagement.
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