Delivering Customer Value through Six Sigma

Building an Effective Voice of the Customer System

Reg Goeke
Contributor: Reg Goeke
Posted: 03/15/2011

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 customer satisfaction and that includes perspectives from the customers of your competitors in addition to your own.

Reg Goeke
Contributor: Reg Goeke
Posted: 03/15/2011