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Voice Of Customer Presentation Template

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Voice of the Customer

Transcript: "I suppose I should tell you what this bitch is thinking You'll find me in the studio and not in the kitchen I won't be bragging 'bout my cars, or talkin' 'bout my chains, I've got no need to shake my ass for you 'cause I've got a brain," So what does this all mean...? 1. Shock horror! The music industry got even more extreme, overtly sexual and in your face! 2. But there’s a funny counter point argument coming through, which our girl is exposed to. People are speaking out in bold, funny, brave ways. 3. Demonstrates how powerful it is to speak in the voice of our target audience. 4. Our brand definition to: ‘Inspire our 20 something girl to look, feel and be her best.’ Couldn’t be more true now – she wants to be brave and is willing to speak out against the norm. 5. Lordes!! http://www.buzzfeed.com/mackenziekruvant/best-things-that-happened-on-1d-day

VOICE OF CUSTOMER

Transcript: 1. Gather the Voice of the Customer 2. Translate VOC into Critical Customer Requirements (CCR) 3. Convert CCRs into Key Process Output Variables (KPOVs) 4. Create SIPOC 5. Validate Charter using VOC and SIPOC WORKING UPSTREAM, IDENTIFY KEY PROCESS INPUT VARIABLES WHICH IMPACT THE KPOVs Voice of the Customer "The expression of Customer needs and desires" CUSTOMER SEGMENTATION Tangible Meaningful Measureable in order to ensure they meet the requirements and are executable. (The Big Ys) VALIDATE CHARTER USING FINAL SIPOC 1. Does the project address the CCRs and CBRs? 2. Does the scope cover the necessary KPOVs and KPIVs? 3. Are the measurable goals aligned around the SIPOC measures? Lagging Indicators measure your metric after the fact. They are useful for future changes but come late. Leading Indicators provide information about your process before it is complete, potentially allowing for earlier correction. KPOV: Publish financial statement within 10 business days KPIV: Battery Accounting report received 100% completed VOC will allow you to validate your Project Charter and Problem Statement as well as ensure delivery of desired results. These KPOVs must always be: Make sure you are seeking input from the RIGHT customers Who is my customer? "Any person or organization that receives a product or service (output) from the work activities (process)." Don't forget they could be internal, external, or even regulatory bodies. STEPS TO VALIDATING PROJECT CHARTER Move from: "I wish you were better at your job!" to: "I wish, when I called, you called me back quickly" VOICE OF CUSTOMER (VOC) Next, convert these real issues into very precise, measurable characteristics or metrics Distill the communications received or solicited from customers down to their real concerns, values, or expectations. Get to the root of the issue. Basically, define exactly what outputs your process MUST generate in order to fulfill all critical requirements. GATHER VOC Solution: Move all input deadlines to EOB Day -2 Change cut-offs and pub stmnt EOB Day 1 Close AP 10:00AM Day 1 by changing cutoffs Actual Impact to ACES: ACES inputs failed to include several activities Higher error rates on statements Forced to accrue items not processed by AP. CREATE SIPOC Sol TRANSLATE VOC INTO CRITICAL CUSTOMER REQUIREMENTS (CCRs) USING VOC/VOB, CONVERT ALL CCRs/CBRs TO KEY PROCESS OUTPUT VARIABLE (KPOVs) Move from: "I wish, when I called, that you called me back quickly!" to: "The customer expects to receive a response to every communication within 24 hours." IF YOU ASK THE RIGHT QUESTIONS FIRST, YOU CAN SKIP STRAIGHT TO THE ROOT ISSUES

Voice of Customer

Transcript: What do my customers need? Styles that best helped you learn? Lecture that is tailored to the student's interests. Multiple examples of problems to reinforce data Group activities involving real-world examples Why be literate in math? You can't escape numbers; we are all a number with our SSN Everything revolves around math (Danny is learning to play the guitar and learning the chords and beats are basic math) GEOMETRY IS EVERYWHERE They have been customers in a math class before just like the customers I will have. Customers need a teacher who is willing to go the extra mile getting to know their strengths and weaknesses. They need someone willing to teach a plethora of methods to reach each and every student so they can get the most out of their "purchase." If you aren't selling a product worth buying, you won't be in business very long. How does he use this in every day life? On the job site from measurements to amount of material needed to cost. How can people use this math? To budget Daily purchases Miranda D BS in Ag business in 1970 w/ minor in Economics Recieved Masters in 1971 What does he know? Basic math ( +, -, x, /) Reading and Calculating Measurements Danny C Voice of the Customer Math Edition By: Jeffery Ashby 3 people Ronnie B How does he use it? Uses algebra/ unknowns in a break-even analysis Use pythagorean theorem to calculate distances for land that has no survey Chief of Credit at Independence Bank What does she know? Trigonometry Alegebra Geometry Student @ Ohio County High School ? What did these three people have in common? Lead Man w/ Black Construction What does he know? Pythagorean Theorem Ratio/ Proportion Projections Fixed Cost/ Variable Costs Geometry

VOICE OF CUSTOMER

Transcript: Primary Colors The primary colors are red, yellow, and blue. Color Secondary Colors Secondary colors are combinations of primary colors. Is created when light reflects off an object and hits a person’s eye. Tertiary Colors Tertiary colors are a combination of a primary and a secondary color. Geometric Shapes Positive Space To improve products and processes. Geometric shapes are usually simple and have a special name, such as square or circle. They don’t often appear in nature. Space Positive space is the space filled by the main item in a work of art. The white area in this image shows positive space. Stated needs Asking specifically for Mr. clean in GT is stated needs. Collecting, Analyzing and Documenting customer feedback Organic Shapes Negative Space An organic shape is irregular and usually curvy. Unstated needs Asking for free/paid service after purchasing. Is an area or distance between, around, or within an item. It can include both stated and unstated needs, wants, and expectations from internal and external customers. Negative space is made up of the spaces around the positive space. The black area in this image shows negative space. VOICE OF CUSTOMER Why VOC ? Physical Texture Texture An artist can create texture a person can actually feel on the artwork’s surface. Is a two-dimensional area with a defined boundary. A shape has height and width. Implied Texture Refers to how the surface of a work of art feels or looks like it would feel. An artist can use pairing or drawing techniques to make flat artwork appear to be textured. Tint A color lightened with white is a tint Form Value * Cone * Cylinder * Cube * Sphere * Pyramid Shade A color darkened with black is a shade Is the use of lightness and darkness. * White is the lightest possible value. * Black is the darkest possible value. Is the three-dimensional quality of an object. It involves height, width, and depth.

Voice of the Customer

Transcript: Voice of the Customer Defining Conducting Quality Improvement Understanding Our Customers Capturing the Voice How do we define the voice of out customers? By using customer perceptions as a guideline to meeting and exceeding their needs for quality improvement

Voice of CUSTOMER

Transcript: 7+1 types of waste: TIM WOOD Metrics based process mapping: Value Stream, SIPOC, Detailed process map Process Root Cause analysis: 5 WHY's Standardization Statistical analysis: Pareto charts, correlation between causes Implement KPI's ?!?!?!?! Common Tools used Goal: A better company in the eyes of the customer Customer pays for it Changes the information or material It is Correct for the first time The sucessful implementation of Lean Six Sigma in services: V.O.C. Eliminate waste from your processes Eg. Improve Customer experience Standardize IT development - Testing -Maintanance processes BO processes: Improve Lead time for disbursing a mortgage loan Improve Finance - ACRE/ACPA processes Faster personal loan process VA activities = 3C's present in the same time: Lean in serivces Transportantion Inventory Motion Waiting >> Common waste in services! Over processing >> Common waste in services! Over production Defects >> Common waste in services! +1: Under utilized human resources Focus on Value Added activities Learn: Yellow, Green, Black Belt trainings Apply: The way of thinking, the tools learned Change: Make things better! +1: Always select the right processes Improvement areas in services

Voice of the Customer

Transcript: Voice of the Customer Providing Customers the best in class service and product quality. ABOUT Why me? 28 Years Experience Airlines Travel Management Companies Technology Travel Agent Help Desk Programmer Project Manager Account Manager Operations Manager Development Manager Government initiatives: DTS ETS1 ETS2 Voice of the customer... The process used to capture feedback (or requirements) from the clients to provide the customers with the best in class service/product quality. Best Practices Identify the Customer and know your Stakeholders Best Practices What is the goal? What do you want to know? Best Practices Collect Information Best Practices Identify their needs Products & Services Everyone is responsible for managing the expectations with the client, and delivering products that meet those expectations. All teams at Concur interact with the Customer Concur Teams with client interaction Contracting Implementation Team: Project Manager Functional Consultant Travel Consultant Technical Consultant Services Team R & D Account Management Client Support & Administration Executive Leadership Circle of Trust Expectations Perceptions Performance Customers First Conur's Customer First efforts Focus Groups FUSION and FUSION EXCHANGE Status Meetings N P S Usability Town Hall Monthly User Group Meeting Executive Leadership Meetings CONCLUSION & QUESTIONS Voice of the Customer is a fancy way of saying "Customer Serivce." Conclusion Conclusion Customer Service Expectations Performance Perception Communication and Performance Excel at core business with great service This is the customer's reality VALUE Questions? Final Thought “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou Parting words...

Voice of the Customer:

Transcript: Sent letters of invitation to XX parents Offered childcare Committed to a 1 hour timeframe for each meeting Plan -- Convene a Parent Focus Group to review survey data Do -- Collect PFG observations about the data Study -- Identify what they would like to see happen Act -- Work with building and district staff in response to PFG feedback Our communication approaches (class newsletters and websites) did not meet their needs. Our processes for recognizing students did not meet their needs or the needs of their children. Our report card was confusing and left them feeling ill-informed. Parents who were connected to the community Cross section: moms/dads, minority/non-minority, parents of children with special needs, varying SES, different neighborhoods Parents who would think about the survey data and provide input Parents who are perceived to be pro-UC, but would also voice opinions and challenge the way we do things. Parent survey took place in Sep. 2015, prior to the first quarterly student recognition celebration Provided event-specific parent surveys after the quarterly recognitions Discussed with PFG and made changes between Q1 & Q2 Dr. Steve Archer and Megan Cole Union Chapel Elementary Park Hill School District How we structured our PFG Survey says . . . Who we invited Our processes for recognizing students did not meet their needs or the needs of their children. Eliminated our SOM program Developed a quarterly student recognition system Publicized ALL venues for student recognition Collected parent feedback after first and second quarterly student recognitions Survey says What we did Voice of the Customer: Leveraging Parent Feedback for Process Improvement Dilemma: What to do with parent survey feedback What we did What they said Our communication approaches (class newsletters and websites) did not meet their needs. Met with teacher representatives from each grade level and shared parent feedback No passwords for regular classroom communication Keep it simple

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