The process maps we described in recent weeks are tools for you in your role as data collector and analyst: your role is to craft and communicate a story for change and improvement that people understand, accept, support, and will ultimately act on.  As you move from gathering data about the current process to improving it, you need tools to help communicate your improvement plan and train participants on the new process,

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Our topic this month is the importance of hearing the voice of the customer.  More importantly, we have been discussing ways of going beyond the activities most commonly used by organizations:  tracking complaints, handing out surveys, and asking customers for lists of specifications or requirements. 

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Many companies spend a lot of time and money selling a story to an industry without spending enough time evaluating what that industry needs from them. How can you develop the right selling story if you don’t understand your customer’s needs?

At Bizmanualz, we see a lot of business owners who confuse their own perception of their value with that of their customers. Frankly, it doesn’t matter what you think of your product or service if your customers’ don’t see it that way.

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When our consultant first met the prospective Boeing spinoff, Advanced Tooling Solutions, the team had fabricated and tested a prototype tool that promised the automotive industry cost advantages and schedule flexibility. But the team was unsure about how to sell to the automotive industry.

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In an industry where little differentiates one marketing company from another, infūz was determined to set itself apart from the field. infūz would not be just another web marketing company.

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