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首页> 外文会议>American Society for Quality (ASQ)'s 57th Annual Quality Congress May 19-21, 2003 Kansas City, Missouri >WAYS TO EVALUATE VOICE OF THE CUSTOMER INFORMATION FOR MEANINGFUL IMPROVEMENT
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WAYS TO EVALUATE VOICE OF THE CUSTOMER INFORMATION FOR MEANINGFUL IMPROVEMENT

机译：评估客户信息语音以进行重大改进的方法

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摘要

For the most part, quality initiatives have focused on the internal processes of an organization and the appropriate methods and tools required to implement and track the progress of these initiatives. However, the quality spectrum has expanded to encompass customer driven quality initiatives. This change is reflected with the Baldrige criteria, ISO standards and Six-Sigma initiatives having an increasing emphasis on the Voice of the Customer. In an attempt to keep pace, companies have been inundated with customer satisfaction data and are trying to make sense of it all. Unfortunately, the analytic tools and methods, to transform this pile of data into actionable information, are not as well understood as the analysis applied on internal process initiatives. This paper will help remedy some of the information gap by first highlighting the unique and complex nature of customers' quality perceptions. Within this context, a variety of analytic tools are introduced to help sift through the clutter and provide unique insights into what drives customer satisfaction and leads directly to actionable information that will impact your quality initiatives. Note: The analytic approach applied is results driven. The more advanced technical approach is reserved for another forum.
机译：在大多数情况下，质量计划已将重点放在组织的内部流程以及实施和跟踪这些计划的进度所需的适当方法和工具上。但是，质量范围已经扩展到涵盖客户驱动的质量计划。这种变化反映在Baldrige标准，ISO标准和6西格玛计划中，这些计划越来越强调客户的心声。为了跟上步伐，公司已被客户满意度数据所淹没，并试图充分利用这一切。不幸的是，将这些数据转换为可操作信息的分析工具和方法没有像对内部流程计划进行的分析那样好理解。本文将首先强调客户质量感知的独特和复杂性质，以帮助弥补某些信息鸿沟。在这种情况下，引入了各种分析工具来帮助筛选混乱情况，并提供独特的见解来了解推动客户满意度的因素，并直接导致可操作的信息，这些信息将影响您的质量计划。注意：所应用的分析方法是结果驱动的。更高级的技术方法是保留给另一个论坛的。

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