All entries for Tuesday 21 January 2014

January 21, 2014

Voice Of Customer

A reflection on yesterdays learning, customers are the people who are the end users of the products or services provided by the organizations. There would be no sales to report if the customer does not feel satisfied, hence their would be no need for production. When there is no production, there is no need for the organization to exist. Every organization must understand the importance of the customer and aim to meet and satisfy their requirements.

“Make your product easier to buy than your competition, or you will find your customers buying from them not you.” – Mark Cuban

A tool used under the six sigma methodology is known as Supplier-Input-Process-Output-Customer Model (SIPOC). The main aim of using this tool is to identify both, internal and external customers. This tool summarizes the complete value stream and recognizes the output from each process established to produce the product. Through the summary of the value stream, it is easy to point out the input and output of each process. Using this tool, the management can understand the relation of each process with the final outcome of the product. This particular tool is very beneficial when an improvement is necessary. The management can easily identify the process that needs to be tweaked in order to change the final outcome and meet the changing needs of the customer. However, this particular tool is only available for a production-based organization. Such a tool can be very beneficial in a service-based industry, as it would identify the key processes that affect the final outcome. In other words, it can be used to identify processes that add value for the customers and those that do not. Such a tool would summarize the customer’s journey with the organization. Offering successful journeys results in a cultural change that involves the whole organization from top to bottom, triggers excitement, innovation and a focus on continuous improvement


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