business advisors or just rumors
How often do you hear voices in your head? Often, those voices are telling you that something needs to be done about “this” at your company. “This” can include anything from how to prepare the morning coffee to how to restructure the corporate leadership team. As a manager and/or business owner, it is important to be able to sort out the important ideas from the noise.
When starting a continuous improvement (CI) project, it is important for the CI team to listen to voices too — gathering enough information to meet the needs of both the customer and the business. These necessities, often referred to as critical customer requirements (CCRs), establish the foundation of a successful CI project and program.
As the names imply, the voice of the customer (VOC) focuses on internal and/or external customers, while the voice of the business (VOB) concentrates on the needs of the business and its stakeholders (including profitability, revenue, growth, market share, staffing availability, etc.). A strong CI program incorporates inputs from both the VOC and VOB. These can be collected from various sources, via personal interviews, surveys, and focus groups.
By establishing CCRs based on input from both the VOC and the VOB, a CI team can ensure that they are truly working on a project that will have impact on, and buy in from, both the business and the customers. This not only helps to ensure a successful project, but also happy customers and stakeholders.
How are you helping your employees to work smarter by reducing the amount of time they spend on non-productive activities?
If your business processes need a “check-up,” please email me at michael@leadingchangeforgood.com! I’d love to help you get back to a healthy, productive workplace!
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