Building Engaged Team Performance: Align Your Processes and People to Achieve Game-Changing Business Results

CHAPTER 3From the Outside In: Understanding the Customer Experience

YOU MAY HAVE noticed a pattern in the histories given in the previous chapter—each one focused efforts on either the product and equipment, the work process (“systems”), or the organization’s structure. Most companies have passed through one or more of these philosophies in their quests for greater competitiveness, and a few have gotten mired in one along the way. The more recent of these approaches have included some acknowledgment of the importance of the customer, perhaps most pronounced in Six Sigma where a substep of the Define phase of a project is to reach out and collect voice of the Customer (VOC) and where company deployments are encouraged to include a VOC program. ...