Craig James

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...

Contributor: Craig James
Tue, 12/20/2011
Douglas Kent

Customer intimacy goes beyond just data extraction and the subsequent pontification of what it means, says Douglas Kent. In the launch of his new column, "The Chain Reaction", Kent argues that businesses that continue to rely mostly on technology...

Contributor: Douglas Kent
Mon, 03/14/2011