From Voices to Results - Voice of Customer Questions, Tools and Analysis

Preface

Early in my career, I was given a rather unique opportunity that would have a profound effect on not only my professional career, but my life. My employer at the time, Rockwell Automation, was trying to expand into other international markets where our market share was still very small. One such market, Japan, was in the middle of a manufacturing renaissance, as epitomized by the book The Machine That Changed the World, by James Womak. The book presented how Toyota and many other Japanese companies had embraced the teaching of Edward Deming to completely revamp their manufacturing processes. Where Japanese products and manufacturing were once regarded as junk, they were now manufacturing the highest quality and most efficient goods in ...