Webinar: Voice of the Customer

image of a group of customers blurred slightly

In this webinar we will explain a simple yet powerful method for understanding value in the eyes of the customer and show how this insight can be used to redirect your organisation’s improvement efforts. Finally we demonstrate how this approach has been usefully deployed with impressive benefits in both small companies and global multinationals alike.

Understanding value in the eyes of the customer is the first of the original lean principles (see Womack and Jones, 1996). However, companies embarked on an improvement programme tend to focus their efforts on waste removal and typically neglect value enhancement. Often this is for lack of a practical approach to harness understand and improve their customer value proposition.