The Six Sigma methodology is a process improvement tactic that was originally introduced within the manufacturing space, but has quickly found
[VIDEO] Winning With Exceptional Customer Service
In the U.S., poor customer service costs brands $83 billion every year. A study by management consultancy Bain & Company and Harvard Business
Voice of the Customer (VOC): Get Strategic and Get Results
"The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their
Voice of the Customer: Are We Asking the Right Questions?
When considering Voice of the Customer (VOC) initiatives in your organization, are you focused and asking the right questions? Lack of direction and
Customer Experience: What Are We Really Fixing?
We have heard it all before. The customer is always right and what the customer says ¦ goes! Yeah well, that is true ¦ to a point. We will do whatever
Capability Analysis: The Power in Variables
The capability analysis is a valuable tool for Lean Six Sigma professionals. Every process has performance limits and variables. There is power in
Voice of The Customer: What They Really Think of You!
Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly