VOC Voice of Customers Very few organisations truly understand what their customers want in the way of service or product quality. Even less could tell you how well they are performing to the specific requirements their customers have. The better you deliver against customer requirements the higher the customer satisfaction. Voice of the Customer The customer is any person or group that receives your product or service and they have specific expectations of what they want. Voice of the customer (VOC) is the expectations of the customers, expressed by them, explicitly or implicitly. Voice of the Business The business is the people who owns or are key stakeholders to the business or process.
Mind Tools - Management Training, Leadership Training and Career Training Ambassadors | Youth Employment UK C.I.C Name: Jessica StarnsCounty: BuckinghamshirePerfect Job: Archive Trainee Read More... Story: I have a degree in photography and have been volunteering in museums and archives since 2010, as I would like to train to be an archivist. I have volunteered at the London College of Fashion, Photography and the Archive Research Centre, The Design Library, Design Archives, Design Museum and at Wycombe Museum. I am a member of the V&A youth forum CreateVoice where I help curate events for other young people. Headline Skills: I am good at research, photography and coming up with ideas, I’m observant, and have excellent computer skills. Youth Employment UK Ambassador because…: I am a Youth Employment UK Ambassador because I am interested in helping other young people. Employable because…: I am motivated, determined, hard working, I like to learn and improve my skills, I like to achieve and succeed. Name: Keshav BhattCounty: West MidlandsPerfect Job: Working for Revolution Hive
Principles of Microeconomics | Economics Create a process documentation guide Everyone talks about documenting processes, but there seems to be little real guidance on the topic. Since a key step in the process management journey is the documentation of current processes and any exceptions to those processes, this article explores how to create a template for your process documentation guide. A template makes the process of documenting your processes repeatable. Repeatable is the word to remember here -- primary aspects of a process documentation guide should be easily duplicated and reused to create additional guides after the first process has been documented. This repeatability feature makes it less painful to create your documentation as you move through all the processes in an organization. It also provides readers with a common format to follow as they research or review processes within your organization. How documentation fits into process management What's involved in creating a process documentation guide? Create a scope statement Figure 1. Summary
Root Cause Analysis - Problem Solving from MindTools Tracing a Problem to its Origins A powerful five-step problem-solving process. © iStockphoto In medicine, it's easy to understand the difference between treating symptoms and curing a medical condition. Sure, when you're in pain because you've broken your wrist, you WANT to have your symptoms treated – now! But when you have a problem at work, how do you approach it? If you only fix the symptoms – what you see on the surface – the problem will almost certainly happen again... which will lead you to fix it, again, and again, and again. If, instead, you look deeper to figure out why the problem is occurring, you can fix the underlying systems and processes that cause the problem. Root Cause Analysis (RCA) is a popular and often-used technique that helps people answer the question of why the problem occurred in the first place. Root Cause Analysis seeks to identify the origin of a problem. RCA assumes that systems and events are interrelated. You'll usually find three basic types of causes:
gallup piece on engagement It's a common and often persistent problem: Companies diligently measure employee engagement, relentlessly analyze the data, and go to great lengths to communicate their survey results. Yet engagement doesn't improve. The top-performing properties had articulated a clear leadership and vision statement. In our experience, those companies have something in common. They pay too much attention to measurement and not enough to creating real change. One Gallup client, a global hospitality chain, is such a company. Now company leaders were looking for a new strategy to continue their positive momentum, so they shifted their focus. The steps this hospitality company took to improve its employee engagement -- and to make its investment in engagement stick -- are a model for any company in any industry with leadership that is frustrated with stalled or declining engagement. Step 1: Conduct best-practice studies Company leaders then set up a global webinar series to share what they learned. Listen.
Courses Process Mapping 101 – Introductory Tutorial | Synthis - Process Modeling Software Process Mapping is one of the quickest and most intuitive ways to document all sorts of different activities that go on inside your business every day. For initiatives like regulatory compliance to process improvement to education and training, you may find that Process Maps are the quickest and most effective way to document and communicate how your business works. With just a few clicks of the mouse, you can illustrate what otherwise would be complicated to write as well as tedious and time consuming to read in narrative form. Before getting started, it is a good idea to familiarize yourself with the Process Modeler Environment and check out the Process Modeler Quick Start . These two articles will give you a basic understanding of what the Process Modeler can do. The following articles in Process Mapping 101 will teach you the fundamentals of process mapping and how to use the Process Modeler to create highly effective maps quickly and easily. Learning from a Bad Example