Improving Your Business Results Six Sigma Qualtec Voice

Improving Your Business Results Six Sigma Qualtec Level 5 VOC Maturity Model Level 4 Level 3 Level 2 Level 1 Initial – No System Six Sigma Qualtec – All Rights Reserved Quantitative Customer Data (i. e. Survey Data) Initial Qualitative Customer Driven Data Qualitative 360 2 Combine Qualitative & Quantitative Data • Qualitative Surveying to Select Criteria • Quantitative on the Selected Criteria • Defined Issues • Qualitative Definition of Metrics • Qualitative Customer Input • Defined issues. • Qualitative Definition of Metrics. • Organizational Perspective. • Qualitative Customer Input • Squishy view. • Undefined metrics. • Narrow perspective. • Only your perspective.

Six Sigma Qualtec • • Improving Your Business Results VOC – Stage 1 No System Narrow Qualitative Undocumented React to the latest customer complaint • Indirect feedback (i. e. filtered by stakeholders considered a customer proxy) Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec • Improving Your Business Results VOC – Stage 2 Build 360 degree POV Get Key Personnel in a brainstorming session on what is important – Organize thoughts using an affinity diagram as a first step – Personnel can self score against those criteria – Do scenario planning to determine (i) points of failure and (ii) points of excitement – Develop projects based upon both the failures and the excitement scenarios – Build CTQ Trees (Business Case…Measure…Project) that convert to project charters • • • Have the group include staff from the providers, customers and members of the process Review the Scorecard with them first and then do the brainstorming Incorporate the external customer in this process to drive a partnership approach. Include them in the initial brainstorming. Do a separate brainstorming with just them. Or simply give them the results of your brainstorming and get their reaction. Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec Improving Your Business Results VOC – Stage 3 Qualitative Customer Input • Collect customer feedback wherever the business touches the customer. A first step may be to gather and analyze the end of project surveys that are currently being conducted. • ID customers by functional area touched by the company. • Give the folks that touch the customer standard general business and functional questions to ask • Group by category (affinity diagram) and convert to CTQ’s (i. e. requirements) • Current survey and any changes need to get it to track to the “hypothesis” formed in Stage I. . . that is the learning. • Compare the survey data to the self score from Stage I…again, this is the learning • Trend this data Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec Improving Your Business Results VOC – Stage 4 Quantitative Customer Data • Get quantitative customer information. • Identify “customers” in the form of people at the client company (and not the company). Companies don’t buy. People buy. So the customers are all the people that collectively make up the Company. • Use NPS e-mail or internet based input. Use Pair-wise questioning to refine. • Group by category (like the affinity diagram) and convert to CTQ’s (i. e. requirements) Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec Improving Your Business Results VOC – Stage 5 Combine Qualitative & Quantitative Data • Introduce qualitative surveying to refine variables. While much more expensive, it is a reliable way to gather the nuances of the messages. • Use the quantitative methods to gather broad data (NPS scoring) • Combine the data • Group by category (like the affinity diagram) and convert to CTQ’s (i. e. requirements) Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec • • • Improving Your Business Results Additional Techniques to Improve VOC Benchmarking Working side-by-side (B 2 B corollary to a “shop alongs”) – This could be very significant to driving a partnership approach Prototyping new processes to bullet proof them before full scale process redesigns Conjoint analysis Use QFD and Kano Model to Develop Complementary Innovation strategies Use DMADV for process design Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec Improving Your Business Results Basic Needs - Capture Customer & Stakeholder Requirements: Basic Needs. are they? What Client ___ needs Absolute minimum requirements 1. Things customers do not think about 3. Expected qualities Expected functions Things that “go without saying” 2. 4. 5. 6. 7. 9 Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec Improving Your Business Results Performance Needs - Capture Customer & Stakeholder Requirements Performance Needs. What are they? Client ___ needs Minimum performance to keep you in the market. 1. Spoken wants/needs 3. Formal customer requirements 4. More-the-better or faster-thebetter wants 5. Things asked for or looked for when evaluating 7. 2. 6. 10 Six Sigma Qualtec – All Rights Reserved

Six Sigma Qualtec Improving Your Business Results Excitement Needs - Capture Customer & Stakeholder Requirements Excitement Needs What are they? Client ___ needs Something that makes you a market leader 1. Customer delights 2. “Oh-wow’s” and “gee whiz’s” 3. Leap improvements Innovation Thoughtful engineering 4. 5. 6. 7. 11 Six Sigma Qualtec – All Rights Reserved