Delivering Customer Value
18 results
of 2
Reg Goeke

Building an Effective Voice of the Customer System

I recently delivered a webinar for the Institute for the Study of Business Markets (ISBM) explaining how to design Value-Driven Process Improvements in order to achieve superior business performance.Such initiatives are highly dependent upon an effective Voice of the Customer system—one that is proactive rather than reactive, that uses the metrics of customer value rather than the metrics of... Read more

by: Reg Goeke
Published: March 23, 2011
Tags: Voice of the Customer, VOC, Reg Goeke, Customer Experience


Reg Goeke

Why You Can't Get No Customer Satisfaction

If you only ask your fan club what they think of you, then ratings will be fantastic. In this article, columnist Reg Goeke, looks at the perils of measuring customer satisfaction and why the data sometimes isn't telling you what you think it's telling you.

by: Reg Goeke
Published: February 9, 2011
Tags: Reg Goeke, customer satisfaction, Metrics, Customer Experience, CTQ, critical to quality, Voice of the Customer, VOC, Voice of the Market, VOM, Price Trade off


Reg Goeke

Targeting Process Improvements for Value-Based Pricing

I’ve written extensively in previous columns about the paradigm shift in process improvement programs, with those programs shifting from an emphasis on defect and cost reductions to an emphasis on superior customer value, revenue growth, and market share. And, last month, I described several of the new tools and skills required to measure and analyze the Voice of the Market (VOM) in order to... Read more

by: Reg Goeke
Published: October 6, 2010
Tags: value based pricing, Voice of the Customer, VOC, CTQ, critical to quality factors, customer value, Reg Goeke


Reg Goeke

Business Process Excellence Certification: Implications of a Shift in Focus

The recent Global Business Process Excellence (BPE) benchmarking survey indicated that BPE professionals are shifting their focus from cost reductions to revenue generation, and that the most successful of these initiatives are explicitly linked to their competitive business strategies. This shift from an internal to an external focus requires an understanding of an extended set of statistical... Read more

by: Reg Goeke
Published: September 2, 2010
Tags: Voice of the Customer, VOC, Voice of the Market, critical to quality factors, Cause and Effect Matrix, multiple regression, Analysis of Variance, ANOVA, cluster analysis, Reg Goeke


Reg Goeke

Target Your Process Improvements to Increase Revenue and Market Share

One of the more significant findings from the Global Business Process Excellence survey, conducted by Six Sigma & Process Excellence IQ and Market Value Solutions, was that Business Process Excellence (BPE) deployments that are explicit outgrowths of competitive business strategies are nearly twice as effective as BPE initiatives that are not clearly aligned with competitive business... Read more

by: Reg Goeke
Published: July 30, 2010
Tags: Voice of the Customer, customer satisfaction, Business Process Excellence, critical to quality characteristics, process improvement initiatives, DMAIC, Reg Goeke


Reg Goeke

Using the Voice of the Customer to Drive Organizational Culture Change

Last month I shared some top line findings from the recent global IQPC study into the drivers of Business Process Excellence (BPE) initiatives. As noted there, the BPE survey revealed that the evolution of Business Process Excellence appears to parallel the evolution of the Six Sigma methodology, with about 10 percent of the responding companies still focused on decreasing defects or cycle... Read more

by: Reg Goeke
Published: April 29, 2010
Tags: value stream mapping, value stream map, organizational culture change, customer touch points, Voice of the Customer, Business Process Excellence, Six Sigma methodology, process mapping, Reg Goeke


Reg Goeke

Six Sigma and Customer Experience

I just returned from a terrific conference on Lean Six Sigma & Process Improvement for Customer Experience in Miami where I gained some new insights into the evolution of Lean Six Sigma. Readers of this column know that Six Sigma IQ/IQPC and Market Value Solutions (MVS) recently partnered in conducting a global survey of best practices in Business Process Excellence, and a few of the... Read more

by: Reg Goeke
Published: March 31, 2010
Tags: VOC, Xerox, Business Process Excellence, Process Excellence, Shaw Industries, Reg Goeke, Voice of the Customer, Six Sigma, Market Value Solutions, Wachovia, ING, Key Energy, Lean Six Sigma


Reg Goeke

Business Process Excellence: Understanding the Evolution

Six Sigma & Process Excellence IQ and Market Value Solutions (MVS) are pleased to report that more than 800 of you responded to our first global survey into the current state and future trends in Business Process Excellence. Thank you for helping us to better understand the state of the science! Those who participated in the study will receive an executive summary of results in the next... Read more

by: Reg Goeke
Published: March 1, 2010
Tags: customer value, Voice of the Business, Voice of the Customer, process improvement, Process Excellence, Six Sigma, Business Process Excellence, Market Value Solutions, Reg Goeke


Reg Goeke

Building an Effective Voice of the Customer System

I recently delivered a webinar for the Institute for the Study of Business Markets (ISBM) explaining how to design Value-Driven Process Improvements in order to achieve superior business performance. Such initiatives are highly dependent upon an effective Voice of the Customer (VOC) system—one that is proactive rather than reactive, that uses the metrics of customer value rather than the... Read more

by: Reg Goeke
Published: December 2, 2009
Tags: VOC, Metrics, Six Sigma, process improvement, customer value, customer satisfaction, Voice of the Customer, Reg Goeke, Eric Reidenbach


Reg Goeke

Value-Driven Channel Strategies

One of the most perverse assumptions embraced by many manufacturing firms is that value at the point of production naturally translates into value at the point of consumption. This is one of the reasons why many Lean and Six Sigma professionals apply their improvement tools to processes that lead up the value chain to the acquisition of materials to be used in the manufacturing process, but fail... Read more

by: Reg Goeke
Published: February 1, 2010
Tags: Six Sigma, Customer Experience, customer value, lean, Market Value Solutions, Reg Goeke, Eric Reidenbach


18 results
of 2