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Q. 153 VOC via observation is a very powerful approach for problem identification in DMAIC projects as well as in Design Thinking. Observing is thought be as "listening with your eyes". There are 6 points to remember whenever we use observation as a tool to identify an underlying problem/challenge. These six points are given below along with examples from my training experience (in brackets). 1. Look for things that prompt behavior (Whenever we show detailed explanations or create summary pages on the screen, few participant's try to take a picture of the same.) 2. Look for adaptations/hacks/workarounds (To avoid switching between a notepad and a laptop, few participants make notes in a word document) 3. Look for what people care about/value the most (Participants are always interested in examples of real time industry application of the tools they are learning) 4. Look for body language (Some participants might get distracted if they have to toggle between multiple applications) 5. Look for patterns (Since we train in different states of the country and abroad, participants exhibit differences in learning curves, preferred mode of engagement, openness to questioning, etc.) 6. Look for the unexpected (Participants who score well during checkpoint quizzes necessarily are not the top scorers in the main exam.) We at Benchmark Six Sigma regularly improvise and fine tune our delivery, course content, offerings and engagement methods based on these observations. Here are a few questions for everyone: 1. What are the ways you have used observation as a tool to identify avenues for product/process improvement or plan to do the same? 2. Do you have examples for any of the 6 points mentioned above (or for all of them) from your daily processes? 3. What actions did you take post identification? Looking forward to interesting examples. (Note to remember: We must observe with an open and curious mind avoiding generalizations, judgment, and assumptions.) Please remember, your answer will not be visible immediately on responding. It will be made visible at about 5 PM IST on 23rd April 2019, Tuesday to all 53000+ members. It is okay to research various online sources to learn and formulate your answer but when you submit your answer, make sure that it does not have content that is copied from elsewhere. Plagiarized answers will not be approved. (and therefore will not be displayed) All Questions so far can be seen here - https://www.benchmarksixsigma.com/forum/lean-six-sigma-business-excellence-questions/ All rewards are mentioned here - https://www.benchmarksixsigma.com/forum/excellence-rewards/
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Q. 102 Explain the usage of web analytics in business growth and in capturing Voice of Customer. Which industries can use web analytics better than others for these objectives? This question is open till 6 PM on Friday, 19th October 2018. All rewards are mentioned here - https://www.benchmarksixsigma.com/forum/excellence-rewards/ Please remember, your answer will not be visible immediately on responding. It will be made visible at about 6 PM IST on 19th October 2018, Friday. Your answer should not be copied from elsewhere. Plagiarized answers will not be approved. (and therefore will not be displayed) All questions so far can be seen here - https://www.benchmarksixsigma.com/forum/lean-six-sigma-business-excellence-questions/
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Q 38 - While the Voice of Business is supposed to be in line with the Voice of Customer, there are some valid reasons that make them go against each other. What are some of the most common reasons that create a conflict between VOC and VOB? The above question is a part of the November Episode and can be answered by approved Excellence Ambassadors till 10 PM on November 6, 2017. There are many rewards amounting to 0.5 million INR or more. Just being regular here earns you a reward. Even a streak of 3 great answers can get you a reward. All rewards are mentioned here - https://www.benchmarksixsigma.com/forum/excellence-ambassador-rewards/ All questions so far can be seen here - https://www.benchmarksixsigma.com/forum/lean-six-sigma-business-excellence-questions/
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VOC, Voice of customer
Vishwadeep Khatri posted a question in We ask and you answer! The best answer wins.
While VOC is considered as a key starting point for business excellence, can overemphasis on VOC be detrimental to business? Explain with examples. (This question is part of episode 2 of Excellence Ambassador series. It is open till 10 PM IST on 10th October 2017)
