Myriam OChart, O-CHART Management Consultants
If you missed Myriam Ochart of O-CHART Management Consultants speaking on "Voice of the Customer" at Citrix in Fort Lauderdale at the Institute of Business Analysis (IIBA) South Florida Chapter's Q1 meeting then Miami professionals will want to sign up with IIBA for the encore Event which begins at 5:45PM Thursday at New Horizons Miami location on April 8, 2010.
When asked to define the origins of "Voice of the Customer" Myriam provided the following, in part here:
"Google News indicates that the phrase originally grew out of the Quality Function Deployment method of translating customer inputs into products and processes"..."The Kano model is a tool we use to solicit the “Voice of the Customer” but what it does is provide us a framework to categorize and prioritize the needs of our customers." To hear how the story ends you must attend the encore:
Topic: Voice of the Customer Overview: What, Why and How to Gather the VOC
This discussion provides you the framework to further explore the important business process of collecting the Voice of the Customer (VOC), a process that market leading businesses use to compete effectively against their rivals. What about you? What can you do to improve your organization's products or services? How can you identify and fulfill your customers' needs? How can you ensure that the changes you make to processes and policies are meaningful improvements? The information you need in order to focus your efforts is available - It is in the voices of your customers.
Speaker: Myriam Ochart, ASQ-CMQ/OE, founded O-CHART Management Consultants, a Training and Process Improvement company including Green initiatives and Sustainability. Myriam has been involved on several VOC initiatives and on the American Society for Quality (ASQ) Headquarters' Voice of the Customer Committee for the last 3 years. She is also the ASQ Deputy Director for Region 15 and an ASQ Certified Six Sigma Black Belt and on the Adjunct Faculty at Florida International
University (FIU).
Tim Gilbert, President IIBA South Florida Chapter
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