SixSig Supports the 5th Customer Feedback Week
Posted by: meikah | 25 July 2008 | 3:14 am
Here are the reasons why:
First, a robust VOC process can drive better Six Sigma results.
Second, VOC is big. It’s the customer who rules because it’s the customer who determines the quality of your product. It’s the customer who can make or break what to you is the most innovative product or service.
Filed under: Six Sigma, VOC, Customer Service
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Six Sigma Questions for the Holidays
Posted by: meikah | 18 December 2007 | 8:35 pm
I don’t know about other countries, but here in the Philippines, we prepare—anticipate may even be a better word—for Christmas about three months before the day itself.
Preparing means playing Christmas songs, putting on Christmas decors. Stores begin to sell Christmas stuff as early too, and I know some people start their Christmas shopping, too, that early.
Now, if we view it from a management standpoint, we would ask:
- do those stores selling Christmas stuff early get good ROIs without battling with inventory issues?
- do they avoid the holiday rush thus they don’t suffer from delays in delivery
- is the early selling dictated by VOC?
- do these stores have the data to support their action?
- what metrics did they use to connect supply to ROI?
- since I see this happening every year, do most customers really shop early?
- do these stores try to improve the quality of their product and service every year?
- have they set up a devise that will tell them that this is the way to go?
- or are they just doing some agenda-setting, that is condition the mind of customers to shop early and prepare for Christmas early, to increase bottomline?
Holly Hawkins had similar questions more than a year ago. Check her post!
If you have the answers to these questions, do share them with us. 
*Photo from pbhomepage
