Below you will find all articles and posts tagged with voice of the customer. These articles are either primarily about voice of the customer or about topics that are directly related to voice of the customer.
In part 1 of this two-part series, we discussed three important reasons why quality management systems (QMS) projects fail. Here are four other reasons:
Author: Steve Flick Published on: April 19th, 2010
Categories: Business Process Improvement, ISO Quality Management, Process Management
We recently began looking for companies to take part in a beta test of our new policies and procedures management system Bizmanualz OnPolicy.com. We’re giving companies like yours the opportunity to be in on the building process, so the result is something you’ll be able to use intuitively from the start (we hope).
As much as we listen to our customers, we have to translate what we hear into fields on a screen so that software engineers know what to build. Think of it this way: when you say, “I want to easily adapt Bizmanualz procedures for each of my clients”, that could require a bunch of screens.
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Author: Steve Flick Published on: March 3rd, 2010
Categories: Knowledge Management, Strategic Process Improvement
In part one of this article, you learned the first three steps in the Bizmanualz process of making a policies and procedures manual – research, design and development, and procedure writing. Now, as Paul Harvey liked to say, “Here’s the rest…of the story.”
Author: Steve Flick Published on: December 17th, 2009
Categories: Business Process Improvement, Writing Policies and Procedures
A lot of work goes into developing every Bizmanualz Policies and Procedures manual. We start by conducting…
In the not-too-distant past, we primarily searched the Internet for clues as to what people wanted. We’d find what topics people were interested in by doing the same thing you do: searching by keywords.
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Author: Steve Flick Published on: December 14th, 2009
Categories: Business Process Improvement, Writing Policies and Procedures
Corrective action is the theme for this month. To start the series, let’s talk about where it all begins – inputs to the corrective action process.
Author: Don Reed Published on: May 4th, 2009
Categories: Business Process Improvement
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.
Author: Don Reed Published on: April 20th, 2009
Categories: Strategic Process Improvement, Value Proposition
This month our theme is voice of the customer. This is very coincidental because this is also the month we have undergone our ISO 9001 Certification audit (as anyone following our blog surely knows…).
The connection between these two items is the customer-centric nature of ISO 9001. In fact, you could say that there are two overarching aims of the ISO 9001:2008 Quality Management System Requirements:
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Author: Don Reed Published on: April 13th, 2009
Categories: Business Process Improvement, ISO Quality Management
Here is the story of two companies. One company, Company A, is struggling. It can’t seem to get potential customers to become actual customers. Sales and revenue are way down. The other company, Company B, is growing, even in this tough economy. Sales are up, and new customers are regularly signing on the dotted line.
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Author: Sandi Villarreal Published on: April 6th, 2009
Categories: Strategic Process Improvement
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.
Author: Sandi Villarreal Published on: January 19th, 2009
Categories: Case Studies, Strategic Process Improvement, Value Proposition
When you’re selling a product or service with a long sales cycle, you know that 90 percent of the industry is not buying at any given time, and 10 percent are. But how do you find that 10 percent?
Author: Sandi Villarreal Published on: September 13th, 2008
Categories: Case Studies
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