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.
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:
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
EDUlib HEC Montréal : EDUlib HEC Montréal : EDUlib Reconnue pour son avant-gardisme, HEC Montréal a été la première en Amérique du Nord à détenir les trois agréments internationaux les plus prestigieux du monde de l'enseignement de la gestion : AACSB International (États-Unis), EQUIS (Europe) et AMBA (Royaume-Uni). L’École accueille plus de 13 000 étudiants dans l'un ou l'autre de ses programmes d'études en gestion, du B.A.A. au Ph. D., et regroupe plus de 270 professeurs. Elle exerce son leadership en recherche grâce à une cinquantaine d'unités de recherche, incluant 26 chaires, mène des projets à travers le monde et se consacre à la formation des cadres et des dirigeants. Depuis sa fondation en 1907, l'École a formé plus de 78 000 diplômés dans de nombreux domaines de la gestion.
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
The Best Of Lean Impact - 10 Articles Worth Checking Out NOW! Lean Impact With our new and improved website launched, we wanted to properly introduce you to all things Lean Impact. As such, we wanted to share with you some of our best pieces of Lean Startup goodness from this past year. If you are new to our site, these are great articles to get your lean juices flowing! Without further adieu… 1. Why The Lean Startup Changes Everything (Yes Even For Social Good Organizations) - Want to learn more about The Lean Startup? 2. 3. 4. 5. 6. 7. 8. 9. 10. … Now it’s YOUR turn!
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.
FIRST BUSINESS MOOC - ANAFI L'analyse financière est un préalable à de nombreuses décisions dans la vie d'une entreprise : octroi de crédits bancaires, émission d'obligations et obtention d'une notation (rating), évaluation de l'entreprise dans le cadre d'une cession ou d'une imposition (ISF), choix de financement, choix d'un niveau de dividendes, etc... L'analyse financière est une démarche intellectuelle où celui qui la pratique se pose un certain nombre de questions, va chercher et trouver des éléments de réponse en particulier dans les documents comptables de l'entreprise, afin de progresser dans sa compréhension de celle-ci et être capable in fine de porter un diagnostic pertinent sur la capacité de l'entreprise à rembourser en temps et en heure ses emprunts et à créer de la valeur pour ses actionnaires. L'analyse financière a pour objectifs de diagnostiquer le passé pour comprendre le présent et essayer de prévoir l'avenir.