voice of the customer

The Kano model for team building – an alternative application for this Lean Sigma tool

Leave a Comment / Enhancing Team Effectiveness, Simplifying and streamlining what you do / By

By Elisabeth Goodman, 8th November 2015 The Kano model  is traditionally used as a ‘Voice of the Customer’ Lean Sigma tool I had the pleasure of co-presenting a seminar with Carl Halford  recently, for the APM (Association for Project Management) Thames Valley Branch, on behalf of the Enabling Change SIG. The full set of slides and the …

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The “Lean Startup” approach to understanding customer needs

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By John Riddell Notes from a Cambridge Network talk by Eric Ries I attended the January Cambridge Network meeting, which was focused on a talk by Eric Ries, the author of a new book entitled “The Lean Startup”. Eric had developed the book based on the lessons learned by entrepreneurial start-ups of software companies that …

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Lean Six Sigma and Project Management – triangles and (virtuous) circles

3 Comments / Project Management, Simplifying and streamlining what you do / By

By Elisabeth Goodman and John Riddell On 6th July, we held a very enjoyable second iteration of our APM workshop on this topic in Norwich, having run it previously in Stevenage in May. As with the previous seminar, our audience ranged from people and organisations with very limited knowledge of Lean and Six Sigma, to …

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Transitioning Library and Information Service customers from consumers to collaborators – we still have a way to go..

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Last week I attended Day 2 of Internet Librarian International 2010 (#ILI2010), to hear the latest on the use of social media in libraries.  The title of this blog is inspired by Dr Hazel Hall’s1 keynote presentation where she talked, amongst other things, about the need to help Library and Information Services users to evolve …

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Using surveys and other approaches for determining customer value in Medical Information

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Understanding what your customers value is a key criterion for the effectiveness, and indeed the success, of any business support team.  It’s a criterion that Medical Information (MI) teams in the Pharmaceutical Industry understand well, as evidenced by the presentations and discussions in this year’s Medical Information and Communications track of the DIA’s 3rd Annual …

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