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HBOK 1-356

Title Voice of the Customer in a Widget-Free World: Using Word Formulas to Uncover, Translate, and Deliver What Customers Want
Author(s) Robin Lawton
Source Healthcare Division
Topic Listening to Customers
Abstract Language is inherently ambiguous. The challenge in capturing the voice of the customer (VOC) is to eliminate confusion about who the customers really are and understand what they want so we can predictably create satisfaction and excitement.  The author describes a  simple way to redefine work and use simple word formulas to eliminate ambiguity with math-like precision. Relevance is universal.
Access Restrictions Open to everyone
Link for .PDF http://asq.org/health/2011/12/quality-management/voice-of-the-customer-in-a-widget-free-world.pdf
Link for HTML None
Reference Code 1-356

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