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Voice Of Customer To Improve Business Process Improvement And Quality Management System
Voice of customer and scorecard service for business process improvement, and quality management systems
Voice of the Customer Scorecard Definition
The term Voice of the Customer (VOC) is used to describe customers’ needs and their perceptions of your product or service. Looking at the VOC helps you improve market share and profits by understanding the relationship between business activities and the customer’s perceived value from those activities. VOC allows an organization optimize its quality management system by providing rich information about the current customer’s satisfaction, issues, and expectations. The scorecard tool used when implementing the VOC strategy has strong similarities to the organization-wide strategic planning system that can be widely deployed in companies. It focuses on seeking on improving company high performance, and aligning customer’s requirements with management system.
VOC Scorecard is Critical to Do Business Right
The objective in Voice of the Customer is to define essential features that are critical to satisfy your customers. VOC results may affect the management system over time. The scorecard technique enables to identify the key business drivers of customer satisfaction. It is only through an understanding of the customer’s process while they are making their purchasing decision or using your product or service that you can effectively design, deliver and improve products and services. Understanding the VOC is necessary to define further management system improvement. VOC results help develop the right product features:
- Decide what products and services to offer
- Identify critical features for those products and services
- Decide where to focus further improvement efforts
- Measure customer satisfaction against process capability
- Identify key drivers of customer satisfaction
Voice of the Customer Scorecard Approach
A key concept of completing VOC is the scorecard, which helps collect data to better do business. The scorecard is a new management concept which helps staff management at all levels monitors results in their key areas (e.g., sales-order, shipping-delivery, manufacturing…). But, it could be also implemented internally to collect the voice of the employee. There is nothing new about using key measurements to take the pulse of an organization internally and externally. What's new is the scope of the measure, which includes four areas:
- Financial performance
- Customer knowledge
- Internal business processes
- Learning and growth
Scorecard allows the monitoring of present company performance, but also tries to capture information about how well the organization performs to satisfy its customers. Scorecards are deployed to measure process capability or how the internal business processes of your organization are aligned to deliver the right product or service on-time to customers. It is a six sigma technique that measures process capability to support customer’s requirements.
Voice of the Customer Scorecard Implementation
- Define the necessity of collecting the voice of your customers
- Identify reactive and proactive sources of data for your project
- Establish the VOC process analysis plan: Who, when, and where?
- Create customer surveys in a cooperative design process
- Make the project cross-functional within your organization
- Allocate personnel to be assigned to the Six Sigma project
- Prepare your qualitative/quantitative survey to support your analysis
- Provide Six Sigma training overview to employee and staff management
VOC Scorecard Service Time Delivery
Voice of the customers takes time and resource. You have to classify your customers’ needs before starting your process. You have to write survey with open-ended questions to learn what is important to your customers. It requires also some statistical expertise. However, the application of Six Sigma technique like scorecard or some other statistical tools are designed to accelerate the completion of Voice of the Customer analysis with little or no impact to your daily operations, effectively saving you time and money.
The duration of the project depends on the size and complexity of your customer analysis, and the scope of the project. We have experts not only in the USA but also in Canada, Mexico, France, Brazil and North Africa. Check our Voice of the Customer Success Stories
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Clients that our experts have helped!
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PROCESS IMPROVEMENT GUARANTEE
We offer “Total Satisfaction Refund Policy” for all eConsulting services that you purchase from CompetitiveXpert. If for any reason you are not satisfied with our eBusiness services or one of our experts, we will refund you. We will not charge you for our remaining time, and we will discontinue our collaboration. We are proud of our achievement, and want to show it through the explicit satisfaction of the clients that we have helped..
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CUSTOMER TESTIMONIAL
Working on the CRM rules was critical to our company. And, CompetitiveXpert has enabled us to select the right sales marketing tool. We finally selected Salesforce.com and improved the sales process. CompetitiveXpert has demonstrated expertise in this field with a great ability to understand the business and technical requirements.”
M. Frank Ardourel
IT Project Manager
United Airlines
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