The TLS Continuum Field Guide

Chapter 20The Voice of the Customer Pillar

DOI: 10.4324/9780429029196-26

I have stressed since the opening pages of this book that one of the crucial factors in any continuous process improvement effort and in the TLS Continuum is the voice of the customer.

Dr. Tony Alessandra, in his book The Platinum Rule, tells us that the reason organizations exist is to acquire and maintain customers. Joseph Juran tells us that quality planning consists of developing the products and processes required to meet customers’ needs. Jack Welch, in a presentation to GE stockholders, said,

The best Six Sigma projects begin not inside the business but outside it, focused on answering the question—how can we make the customer more competitive? What is critical ...