“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM or Six Sigma training and related project work. There are two main categories for VOC data, reactive and proactive. Proactive data is collected with methods like focus groups, interviews, observations, surveys or test customers, whereas reactive data is mainly based on customer complaints, feedback, hotline data or warranty claims. The nature of the human being restricts itself almost always to negative comments through reactive data channels. Continue reading →
Habit 2: Believe in the Moment of Truth
The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have prepared often over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes. Good process managers know this and put their focus on the Moment of Truth.
When Jack Welch explained his view on management he used to draw a company structure against the common understanding upside down. His explanation went somehow like that: Continue reading →
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world and after carefully mapping out process steps they come up with an improved flow that drastically reduces the processing time for branch customers. It surely looks like a nice success story. However, they get devastating feedback from the customers whilst piloting the solution in five branches. Why? Continue reading →
A typical Friday evening starts with a family dinner in a nice atmosphere. This time we decide to visit one of our favourite restaurants for a light dinner with Sushi. Upon arrival we are amazed.
Usually, this place is packed on a Friday evening. Today, more than half of the seats are empty. Therefore, going in and taking a seat at the conveyor belt is very easy. Before the waitress has a chance to approach us we have taken some plates with Sushi already. Continue reading →
Everyone, undoubtedly, has had the unenviable honour of experiencing ‘bureaucratic government processes.’ Be it applying for your first ID or passport, to initially obtaining a driving license and the inevitable dealings with the tax man. Judging by the time it takes and the “milestones” or number of departments one has to go through when dealing with German government bodies, the processes behind ID, passport or driving license must be highly complex and are usually being done by constantly overworked people.
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