In the U.S., poor customer service costs brands $83 billion every year. A study by management consultancy Bain & Company and Harvard Business
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"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
Does 8D Have Applications Outside of Auto Manufacturing?
Does 8D Have Applications Outside of Auto Manufacturing? When Ford developed the Eight Disciplines or 8D for short method to address issues
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
Food Service: Serving Up Six Sigma Quality Daily
The food service industry is tough. The challenges of the industry range from food costs and quality, to customer service and effectively using labor.
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
Voice of the Customer (VOC): Are You Just Putting Out Fires?
Do you feel like you're just putting out fires with Voice of the Customer (VOC) programs? Always in a defensive, under siege mentality, arbitrarily