Voice of the Customer
2 Day Workshop - 16 Participants

In any strategic development, understanding what the customer ultimately wants is critical to the success of the organization. This course covers the basics of how to gather customer data and use the different methodologies needed to analyze customer input.  Participants will gain an appreciation for the importance of understanding customer needs and how these needs relate to the strategic objectives of the company.

In a Hoshin Kanri process the Voice of the Customer data is used to ensure that products and services are being designed to meet the customers' needs. This workshop provides a specific way to design customer focus groups, conduct the focus group and finally how to create product and/or service specifications to meet the customer's needs.

Learning Objectives

- Define the meaning for the VOC

- Describe the difference between basic, performance, and excitement quality as defined by the Kano Model

- Describe the difference between basic, performance, and excitement quality as defined by the Kano Model

- Identify how and where customer information can be collected within an organization and outside the organization

- Create a customer selection matrix based on an organization's market

- Construct phone scripts and contact letters

- Recognize the difference between a customer need and a product feature

- Define appropriate questioning techniques using the VOC process

- Identify benefits of one-on-one interviews vs. focus groups

- Understand how to conduct one-on-one interviews and focus groups

- Explain how to build subconscious rapport with customers

- Outline the steps involved in a total VOC process

- Determine key environmental aspects at the customers' location

Target Audience

Executive Management

Management

Team Leaders

Contact us for details on group pricing.

The Hoshin Kanri Process
Robust methodology for implementing change...

Hoshin Kanri is a step-by-step strategic planning process. The literal translation of Hoshin Kanri can have several American meanings. "Ho" meaning method or form and "shin" meaning shining needle or compass. Kanri means management or control; a methodology for strategic direction setting.

Hoshin Kanri provides an elegant method for creating a comprehensive communication system between all levels of employees, keeping everyone focused on meeting organizational goals.

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Just in Time Training
Work on real issues with content as need it...

Work on real time challenges during a facilitated "just-in-time" training session. We believe that the best way to really learn something is to apply it immediately to issues that affect your business.

Team members prepare for group sessions with on-line web based training prior to the live session. Blended learning methodologies are employed to enhance learning and maximize efficiency.

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Organization Development
Change is the only constant in organizational growth...

Working with executive management teams, we facilitate the groups understanding of the competition, the current environment, and what it will take to become a top performing organization. 

Customized sessions on visioning, missioning, and planning are designed to create a solid road map with tactics that can then be transferred into team charters and communicated throughout the organization.

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