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  • Voices: Listening To The Immediate Environment

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    darwin_hua
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    This document discusses listening to different voices to understand a process better. It identifies four key voices: the voice of the customer (VOC), which is customers' wants and needs; the voice of the business (VOB), such as strategic goals and leadership expectations; the voice of the process (VOP), which analyzes process data; and the voice of employees (VOE), who are closest to the work. It provides examples of gathering each voice, such as through surveys, data, and considering employees' feelings, to create a simpler, faster, better, and less costly process.

    Descrizione originale:

    Four voices

    Titolo originale

    Four Voices

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    © © All Rights Reserved

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    This document discusses listening to different voices to understand a process better. It identifies four key voices: the voice of the customer (VOC), which is customers' wants and needs; the voice of the business (VOB), such as strategic goals and leadership expectations; the voice of the process (VOP), which analyzes process data; and the voice of employees (VOE), who are closest to the work. It provides examples of gathering each voice, such as through surveys, data, and considering employees' feelings, to create a simpler, faster, better, and less costly process.

    Copyright:

    © All Rights Reserved
    Scarica in formato PDF, TXT o leggi online su Scribd
    Segnala contenuti inappropriati
    13 visualizzazioni17 pagine

    Voices: Listening To The Immediate Environment

    Caricato da

    darwin_hua
    This document discusses listening to different voices to understand a process better. It identifies four key voices: the voice of the customer (VOC), which is customers' wants and needs; the voice of the business (VOB), such as strategic goals and leadership expectations; the voice of the process (VOP), which analyzes process data; and the voice of employees (VOE), who are closest to the work. It provides examples of gathering each voice, such as through surveys, data, and considering employees' feelings, to create a simpler, faster, better, and less costly process.

    Copyright:

    © All Rights Reserved
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    di 17

    Voices

    L I S T E N I N G T O T H E I M M E D I AT E E N V I R O N M E N T

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    FourVoices
    VoiceoftheCustomer VOC
    VoiceoftheBusiness VOB
    VoiceoftheProcess VOP
    VoiceoftheEmployee VOE

    VOC
    VOE

    VOB
    VOP

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    MovieTheatreThoughts
    Youownalocalmovietheatre
    Youaregoingonvacationfor10days
    YouhaveaskedyourtheatremanagertoEmail
    you5dataitemseveryotherday
    Whatwouldyouwant?

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    MovieTheatreThoughts
    OwnerNeeds

    Ticketsales
    Expenses
    Concessionsales
    Profits
    Whatmoviescamein
    employeeproblems
    Whocalledoff
    Weather
    SIMPLER. FASTER. BETTER. LESS COSTLY.

    CustomerNeeds

    Linemovement
    Goodpopcorn
    Reasonable$sodas
    Cleanrestrooms
    Dcor
    Goodsoundsystem
    Friendlystaff
    Easyparking

    VoiceoftheCustomer(VOC)

    WhoareourCustomers?
    Whatdotheywant?
    Whatarewedoingthattheydontwant?
    Whatdotheythinkofourservices?
    Whatwouldtheylikeinaddition?
    Arewefastenough?
    Whataretheirreactionsto
    staff?

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    HowtoGetVOC

    WrittenSurvey
    EmailSurvey
    Phonecalls
    Complaints
    FocusGroups
    Numberandtypeofcallsweget

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VoiceoftheCustomer(VOC)
    AverageScore
    5
    4.17

    3.96

    3.57
    3.14

    3.1

    1.54

    0
    Knowledgeof
    Forensic
    Chemistry

    Timeliness

    Availabilityfor
    Court
    Appearances

    Flexibilityin
    Communicating
    Handling"Rush" StatusofCase
    cases

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    Professionalism

    VoiceoftheCustomer(VOC)
    Professional&Courteous

    3,30%

    Agree
    Disagree

    5,50%

    NeitherAgreeorDisagree

    QualityofService

    StronglyAgree
    StronglyDisagree

    3,9%

    2,20%
    8,24%

    5,15%

    Excellent
    Fair
    Good

    2,6%

    Poor
    Satisfactory

    15,46%

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VOC CustomerTrends

    Immediatefeedback closetotheservice
    Utilizesocialmedia
    Webutilization
    Raisedexpectations
    Wantitfaster
    Wantitonline

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VoiceoftheBusiness(VOB)
    Whatistheorganizationsmission?
    Whatarethestrategicgoals?
    WhataretheexpectationsofLeadership?
    DoesLeadershiprecognizethisprocessasa
    BurningPlatform?
    Willseniorleadershipbackthisup?
    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VoiceoftheProcess(VOP)
    Whatdoweobservefromtheprocess?
    Whathasthedatatoldus?
    Listentothedata
    Whatisrealistictochange?
    Whatisobvious?
    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VoiceoftheProcess(VOP)
    DNALabStatistics
    OneDay
    27Days
    814Days
    1530Days
    3160Days
    >60Days

    DaysUntil
    Assigned
    122
    10
    8
    19
    65
    92

    %Assigned
    39%
    3%
    3%
    6%
    21%
    29%

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    TotalDaysatBCI
    1
    1
    1
    8
    46
    262

    %Assigned
    0%
    0%
    0%
    3%
    14%
    82%

    VoiceoftheProcess(VOP)

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VoiceoftheProcess(VOP)

    SIMPLER. FASTER. BETTER. LESS COSTLY.

    VoiceoftheEmployees(VOE)

    Employeesareclosesttothework
    Feelingscount
    Ideascomefromemployees
    Abetterplacetowork
    SetthemupforSuccess
    Changecanbeverydifficult
    Buyiniscritical
    Beawareofthemoodandmorale

    SIMPLER. FASTER. BETTER. LESS COSTLY.

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