3.4 per Million: Integrating Inputs
- Quality Progress
- January 2011
- Volume 44 Issue 1
- pp. 64-66
- Breyfogle, Forrest W. III
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It seems that most organizations focus on addressing immediate issues without considering similar issues that other customers could have and simply choose not to write the CEO. What organizations need is a system to capture and analyze all sources of VOC inputs. This information—which can include comments from social networks—can be valuable to an organization when deciding on improvement areas.