RE: STUDENT REQUEST: Voice of the Customer

["Eugene Taurman" <ilx@execpc.com>]

In a message dated 12/1/99 11:11:57 AM, bowlinge@msn.com wrote:

Why is the "Voice of the Customer", internal and external, an important
concept?

If a company values anything more than its' customer, it will lose the
customer. The irony of that, if it is profitability, market share, or
security that it values more it will lose the opportunity for these too.

Those that focus on the way the work is done that is process 0r system for
delivery of service have added benefits. As the process is improves quality
improves, cost goes down, and attitude improves.

When management allows or requires people to work with processes that do not
work up to their capability then attitude deteriorates. Complaining goes up,
mistrust increases and heave forbid some question management competence.

Focus on the customer a good place to start because most employees can rally
around that common purpose one the can easily accept as their own. Once we
agree to find out what the customer wants and then try to improve the way we
serve them all the other benefits of cost, quality and attitude come for
free.

This is a quick look at the simple fact that all parts of the company are
connected. One cannot separate attitude from management priorities nor how
well a process works from customer satisfaction nor can we look at profit
without considering customer. They hopelessly interconnected. So focus on
serving the customer with processes that work well and all other goals can
be met.

It is purpose that frees the human spirit. When we have a rallying point hat
we accept and understand as our own, our spirit is freed with in the work
place.
Companies that focus people's energy on improving the effectiveness service
free the human spirit to achieve and provide opportunity to feel good about
work.


Eugene Taurman
interLinx
http://www.execpc.com/~ilx
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