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文章 - A View from the Q《领导通往质量文化的路标:Forbes Insights - ASQ领导力调查II》

发布日期:2015-03-18 15:19:57
 本系列博客的第二部分主要关注如何更好的了解顾客期望。

Part Two in this blog series spells out how to successfully address point #2, above.

CLOSELY UNDERSTAND CUSTOMER EXPECTATIONS

“Duh! Well, of course!” would be the expected response by many leaders and quality practitioners to this exhortation.  The intent to understand what customers want is easily agreed with but not well executed.

Most culture change leaders do not have the time, patience or inclination sufficient to adequately understand and apply the many quality methods and tools available.  Abundance, complexity and competing priorities abound.  The voice of the customer (VOC), customer experience, QFD and other labels refer to organized ways of uncovering and satisfying what customers want.  They’re all valuable but not necessarily easy to apply or relevant to every organizational setting.  Unfortunately, the vast majority of information is aimed at widget-making enterprises.  Only 13% of us personally make widgets so we need another way...

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