In It for the Long Haul

Abstract:HD Supply Facilities Management wanted to avoid losing contact with its customers during a period of rapid expansion, so the company initiated a voice of the customer (VOC) project, not only to ensure customer loyalty but to improve its decision-making process. Using several quality-related tools, the VOC team was able to uncover and address customer issues that would otherwise have gone unnoticed. The team then built a structured process that would consistently collect customer data for analysis and action. The resulting improvement in customer issue index scores and customer loyalty earned the team a gold award at the International Team Excellence Award …

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