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Using the Voice of the Customer to Drive Organizational Culture Change
Last month I shared some top line findings from the recent global IQPC study into the drivers of Business Process Excellence (BPE) initiatives. As noted there, the BPE survey revealed that the evolution of Business Process Excellence appears to parallel the evolution of the Six Sigma methodology, with about 10 percent of the responding companies still focused on decreasing defects or cycle times (Gene....more |
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Author: Reg Goeke Tags: value stream mapping | value stream map | organizational culture change |
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Value-Driven Six Sigma Requires New Tools and Views
Welcome to the Delivering Customer Value through Six Sigma column, where we will be discussing the third generation of Six Sigma, what it means to the evolution of both Lean and Six Sigma in your organization and the tools you will need to leverage Six Sigma into value-enhancing initiatives for superior business performance. We’ll be talking about the importance of a market focus for your initiatives,....more |
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Author: Reg Goeke and Eric Reidenbach Tags: Six Sigma | Six Sigma practitioners | critical-to-quality factors |
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Value, Value Streams and Value Propositions
A recent question posed on Six Sigma IQ on value stream mapping raised an important issue for Six Sigma Black Belts, Sponsors and Champions: What are value streams, and how do you manage them? More importantly, how do you manage them in such a way as to maximize the value delivered to your customers? Conventional wisdom has it that value streams constitute the flow of products or services to customers&mdash....more |
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Author: Reg Goeke and Eric Reidenbach Tags: Six Sigma | Six Sigma marketing | value stream mapping |
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Focusing Six Sigma Investments to Maximize ROI
Six Sigma: Generation 3In our introductory column, we acknowledged and applauded the evolution of Six Sigma into Generation 3, with the attendant shift from an internal focus on defect and cost reductions to an external focus on value creation and delivery. We also noted that Six Sigma: Generation 3 will require a more proactive approach to collecting the Voice of the Customer (VOC) and extended that approa....more |
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Author: Reg Goeke and Eric Reidenbach Tags: Reg Goeke | Eric Reidenbach | VOC |
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Identifying Critical-to-Quality Factors from a Market Perspective
Six Sigma: Generation 3 Requires New MetricsThe third generation of Six Sigma demands an emphasis on value—the creation and delivery of value to your targeted markets through the products and services you provide. The Define phase of Six Sigma Marketing provides the fact-based, data-driven process for identifying and targeting your most important product/markets. Each of the market segments you target....more |
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Author: Reg Goeke and Eric Reidenbach Tags: CTQs | critical to quality factors | Six Sigma marketing |
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Six Sigma Marketing: It’s All About Value Performance Gaps
The first two generations of Six Sigma, with their emphases on defect reduction and cost reduction, respectively, relied heavily upon the Voice of the Business (VOB) to identify and prioritize projects. The third generation, with its emphasis on value creation and delivery, requires a shift in focus to the Voice of the Market (VOM). After all, who is the final arbiter of value? And how do you use the Voice ....more |
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Author: Reg Goeke and Eric Reidenbach Tags: value creation | CTQ | critical to quality |
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Identify the Root Causes of Value Performance Gaps: A Six Sigma: Generation 3 Cause and Effect Matrix
Six Sigma: Generation 3 is all about creating and delivering superior value. The metrics of customer value are ideally suited to the discipline of Six Sigma because they:quantify critical-to-quality factors (CTQs) from a customer perspective,are demonstrably valid and reliable, andcan be explicitly linked to the organization’s value streams in order to identify new process improvement opportunities th....more |
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Author: Reg Goeke and Eric Reidenbach Tags: Cause and Effect Matrix | critical to quality | value stream |
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Extending the DMAIC Analysis to Customer Loyalty
In the past few months we’ve described some of the key tools for the Define, Measure and Analysis phases of a modified DMAIC that will shift your Six Sigma process improvement initiatives from an internal focus on cost cutting to an external focus on market share and top-line revenue. This month we’d like to extend the tools of the Analysis phase of DMAIC to include a detailed look at Custome....more |
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Author: Reg Goeke and Eric Reidenbach Tags: Six Sigma | CTQs | customer loyalty |
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Value-Driven Six Sigma: From Cost-Cutting to Revenue Growth
A colleague recently returned from a speaking engagement at the 5th Annual IQPC Process Excellence Week in Chicago and reported several interesting observations: Many attendees reported frustration with their process improvement initiatives, stating that they remained at the “grass roots” level and were failing to get full support from their corporate leadership. Most business l....more |
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Author: Tags: Six Sigma | Lean | DMAIC |
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Value-Driven Channel Strategies
One of the most perverse assumptions embraced by many manufacturing firms is that value at the point of production naturally translates into value at the point of consumption. This is one of the reasons why many Lean and Six Sigma professionals apply their improvement tools to processes that lead up the value chain to the acquisition of materials to be used in the manufacturing process, but fail to apply th....more |
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Author: Reg Goeke Tags: Six Sigma | customer experience | customer value |
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