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HBOK 1-242

Title Your Customers Are Talking, But Are You Listening?
Author(s) Russ Westcott
Source Quality Progress
Topic Listening to Customers

Performance Measurement

Performance Improvement

Abstract Few companies have a process to listen to their customers and act on the information. Without a method to measure customers’ satisfaction, the door is left open to the competition. The listen, collect, analyze, learn, improve (LCALI) process can help an organization capture important customer data for analysis and action. By capturing the voice of the customer, a complaint management system is created that also includes customers’ suggestions, their dissatisfaction with a product or service, how they feel they were treated, and what they would like to see in future products or services. A sidebar article describes the LCALI process in action.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/qp/2006/0206/qp0206westcott.pdf
Link for HTML http://www.asq.org/data/subscriptions/qp/2006/0206/qp0206westcott.html
Reference Code 1-242

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