Executives and change leaders wanting to achieve business growth, strategic outcomes, and innovation
- No Offerings Scheduled
- Notify Me
- This course is not currently offered. If you are interested in being notified when it is, let us know!
- On-Site Training
- Request Information
- Need to train a group of five or more? Consider on-site training.
This workshop provides a powerful, elegantly simple framework with new tools for improving organizational performance and customer success simultaneously. The content integrates and transcends practices such as Lean, Six Sigma, ISO 9000 and traditional process-focused quality management. Your instructor, Robin Lawton, teaches you a new mindset and Voice of the Customer tools that are perfectly suited to everyone in a knowledge-intensive enterprise. You will apply the 8 Dimensions framework to your real work, connecting strategy, customers, measures and daily work in a way management and employees all understand. Get enlightened, inspired and equipped for results!
- Learning Objectives
- Internal Focus: process improvement without first defining and measuring customer-desired outcomes.
- No Consensus: confusion about what “service” means, who “the customer” really is and which voice of the customer should get priority
- Intent Without Method: desire to understand customers with only ad hoc VOC methods
- Complexity: methods developed for manufacturing are difficult to apply to service and knowledge work
- Measurement Imbalance: excess focus on what we care about, little on customers’ priorities.
- Strategic Activity Orientation: meeting milestones are confused with achieving results
- Execution Weakness: stops, starts and changes in project deployment delay getting to “done” Learning Outcomes:
- Align strategic objectives with customer values and measures of success
- Eliminate ambiguity regarding who “the customer” really is
- Use “word formulas” to uncover the Voice-of-the-Customer with rigor and simplicity
- Differentiate the 3 main drivers of satisfaction and determine which is most important
- Strengthen customer focus of initiatives like Six Sigma, Lean, ISO 9000, Baldrige and more
- Ask three questions that always uncover customer priorities, despite what they may have said
- Identify the four (4) dimensions that most performance measures mistakenly overlook
- Assure any improvement effort yields at least a 10-to-1 return on investment
- Connect the dots and take action
- More Information
Course Data
- CEU Hours: 1.30
- ASQ RU: 1.30
- Provider: ASQ
- Course ID: E8DIM
- Course Length: 13 hours
- Cancellation Policy
- Instructors
