Craig James

Craig Jamesis a Six Sigma Master Black Belt for Allstate Management Consulting Services.  He has been with Allstate Insurance for 13 years with prior positions at the Allstate Research and Planning Center and in Human Resources.  Craig received his Ph.D. in Psychology and Industrial Engineering at the University of Wisconsin-Madison, and is an ASQ Certified Six Sigma Black Belt.  He has taught courses at the University of Wisconsin and Chicago School of Psychology in Research Methodology, Statistics, and Group Facilitation. Craig has also published articles and presented at professional conferences on the topics of Six Sigma and Quality Improvement. 

Voice of the Customer (VOC) is a critical component of Six Sigma, helping us establish measures that serve as a foundation for each of the DMAIC phases, says contributor Craig James. But beware the common mistakes of VOC. Here are 4 of them and what you can do to avoid them....Full Article »
Tags: customer|VOC