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24 March 2013

How to calculate customer value

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Value to a customer = what he gets / what he gives. We make a sale when this number is >1. Both the numerator and denominator are in t...
19 March 2013

What does Akao say? Mu!

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A recent poll on the LinkedIn group Lean Six Sigma Worldwide asked: "Which Lean Six Sigma waste reduction (Muda, Mura, Muri) is the ...
13 March 2013

Siri — Far out and far off!

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A hilarious thing happened when I was in Orlando, Florida earlier this month, giving the QFD Green  Belt ® Course . One evening after a...
04 March 2013

DFSS / DFLS and QFD: Why we need both

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A recent QFD newsletter discussed the similarities and differences of DFSS/DFLS and QFD and why it is not an "either-or" question ...
21 February 2013

I get my kicks from Champlain

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Samuel de Champlain is my nomination for Mr. Gemba. I enjoyed immensely reading David Hackett Fischer's biography of the father on New...
17 February 2013

Now’s the time!

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It’s that time of the year again, when we begin the call for papers for this year’s QFD Symposium. This year’s will be an International S...
09 February 2013

Healthcare optimization and its effects on patients

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This came from someone who read our recent post on healthcare improvement : I would like to talk about a recent experience I had at a doc...
01 February 2013

What ever happened to customer service?

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It seems these days that customer service has gone to the dogs. It used to be we gave our best customers our best service, especially in thi...
24 January 2013

“Did you find everything okay?”

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It’s a question consumers hear on a daily basis, whether they’re at a grocery store, electronics store, sporting goods store or basically an...
16 January 2013

When your EOB becomes an SOB!

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When is information from a service provider (or any vendor) too little or too much? I'd like to share a recent experience with my health...