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HBOK 1-268

Title In It for the Long Haul
Author(s) Mark Edmund
Source Quality Progress
Topic Listening to Customers

Performance Measurement

Data Analysis

Abstract HD Supply Facilities Management wanted to avoid losing contact with its customers during a period of rapid expansion, so the company initiated a voice-of-the-customer (VOC) project, not only to ensure customer loyalty but also to improve its decision-making process. Using several quality-related tools, the VOC team was able to uncover and address customer issues that would otherwise have gone unnoticed. The team then built a structured process that would consistently collect customer data for analysis and action. The resulting improvement in customer issue index scores and customer loyalty earned the team a gold award at the International Team Excellence Award competition.
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Reference Code 1-268

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