Current Topic...

Voice of the Customer Committee

2010-2011 HCD Committee/Task Group (CTG) Business Plan

Committee/Task Group: Voice of the Customer

Chair: Carla Konzel

Co-Chair:      TBD

Co-Chair:      TBD

Members:     TBD

CTG VISION:           

Promote HCD and ASQ Society research opportunities; participate in questionnaire development, and conduct analysis that will provide useful and applicable information to member units and the Society through collaborative voice of the customer efforts.

 CTG MISSION:

Establish a VOC Committee to incorporate use of “Voice of the Customer” as a standard practice across the HCD, including member units with focus efforts on key customer needs and wants in the delivery of its products and services.  The outcome desired is an increase strategic alignment between member units and the Society to:

  • Optimize member value
  • Increase retention
  • Grow membership
  • Ensure continued relevance of the ASQ Society
  • Practice what we preach – continuous improvement

 CTG GOALS FOR 2010-2011(MAX OF 3):       

  1. Secure a VOC Chair and Recruit VOC Committee Members
  2. Prepare and review VOC Business Plan 
  3. Develop a survey and formally communicate outcomes

 CTG OBJECTIVES FOR 2010-2011(MAX OF 3 PER EACH GOAL):

GOAL #1: Secure a VOC Chair and Recruit VOC Committee Members

  •          Responsible Parties – HCD Chair and Leadership Team
  •          Resources Required – Commitment from 3-6 HCD members
  •          Process/Project Flow with Time Frames –

Recruitment of chair and committee members by September 2010.

  •          Deliverable(s) – Secure VOC Chair and Committee members
  •          Metric(s) For Success – Announcement listing names on VOC Committee
  •          Performance Against Metrics – Select one from below to for leadership updates and meetings.
  •          Expected ROI(s) for HCD –

Determine present membership enrollment, monitor membership trend, and calculate membership allotment to the division.

(Propose methodology to be approved by Society)

GOAL #2: Prepare and review VOC Business Plan

  •          Responsible Parties – HCD Chair and VOC Chair
  •          Resources Required – VOC Chair submission with access to HCD membership list.
  •          Process/Project Flow with Time Frames –

1. Forward VOC Business Plan to HCD Chair and Membership Chair

Review with VOC committee members

2. Chair to approve VOC access to HCD membership list

Time Frame – by Nov 2010

  •          Deliverable(s) –

1. VOC Committee has a conference call to review VOC Business Plan

2. Chair can access HCD membership list

  •          Metric(s) For Success – Report conference call date/time at HCD Leadership monthly leadership conference call
  •          Performance Against Metrics – Select one from below to for leadership updates and meetings.
  •           Expected ROI(s) for HCD – None

GOAL #3: Develop a survey and formally communicate outcomes

          Responsible Parties – VOC Chair and Committee

  •          Resources Required – Survey Tool Development, Survey Test Group
  •          Process/Project Flow with Time Frames –

Develop Survey Tool by Dec 2010

HCD membership demographic analysis by Dec 2010

Determine Test Group by Dec 2010

Conduct first survey for Membership Chair by Dec 2010

  •          Deliverable(s) – Report survey results by Jan 2010
  •          Metric(s) For Success – Update HCD Leadership at mid year strategic plan session
  •          Performance Against Metrics – Select one from below to for leadership updates and meetings.

 

  •          Expected ROI(s) for HCD – None

Add a Comment