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    Voice of the Customer VoC Second Edition
    Voice of the Customer VoC Second Edition
    Voice of the Customer VoC Second Edition
    Ebook202 pages1 hour

    Voice of the Customer VoC Second Edition

    By Gerardus Blokdyk

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    About this ebook

    Does Voice of the Customer VoC analysis isolate the fundamental causes of problems? Are assumptions made in Voice of the Customer VoC stated explicitly? Is there any existing Voice of the Customer VoC governance structure? Is the Voice of the Customer VoC process severely broken such that a re-design is necessary? Do Voice of the Customer VoC rules make a reasonable demand on a users capabilities?

    This valuable Voice of the Customer VoC self-assessment will make you the established Voice of the Customer VoC domain standout by revealing just what you need to know to be fluent and ready for any Voice of the Customer VoC challenge.

    How do I reduce the effort in the Voice of the Customer VoC work to be done to get problems solved? How can I ensure that plans of action include every Voice of the Customer VoC task and that every Voice of the Customer VoC outcome is in place? How will I save time investigating strategic and tactical options and ensuring Voice of the Customer VoC costs are low? How can I deliver tailored Voice of the Customer VoC advice instantly with structured going-forward plans?

    There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Voice of the Customer VoC essentials are covered, from every angle: the Voice of the Customer VoC self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Voice of the Customer VoC outcomes are achieved.

    Contains extensive criteria grounded in past and current successful projects and activities by experienced Voice of the Customer VoC practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Voice of the Customer VoC are maximized with professional results.

    Your purchase includes access details to the Voice of the Customer VoC self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:

    - The latest quick edition of the book in PDF

    - The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

    - The Self-Assessment Excel Dashboard, and...

    - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

    …plus an extra, special, resource that helps you with project managing.

    INCLUDES LIFETIME SELF ASSESSMENT UPDATES

    Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

    LanguageEnglish
    Publisher5STARCooks
    Release dateAug 8, 2018
    ISBN9780655379355
    Voice of the Customer VoC Second Edition

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      Book preview

      Voice of the Customer VoC Second Edition - Gerardus Blokdyk

      About The Art of Service

      The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

      Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

      Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

      Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

      With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

      Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

      http://theartofservice.com

      [email protected]

      Acknowledgments

      This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.

      Representatives from several client companies participated in the preparation of this Self-Assessment.

      Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.

      In addition, we are thankful for the design and printing services provided.

      Included Resources - how to access

      Included with your purchase of the book is the Voice of the Customer VoC Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

      How? Simply send an email to

      [email protected]

      with this books’ title in the subject to get the Voice of the Customer VoC Self Assessment Tool right away.

      You will receive the following contents with New and Updated specific criteria:

      •The latest quick edition of the book in PDF

      •The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

      •The Self-Assessment Excel Dashboard, and...

      •Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

      •…plus an extra, special, resource that helps you with project managing.

      INCLUDES LIFETIME SELF ASSESSMENT UPDATES

      Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

      Get it now- you will be glad you did - do it now, before you forget.

      Send an email to [email protected] with this books’ title in the subject to get the Voice of the Customer VoC Self Assessment Tool right away.

      Your feedback is invaluable to us

      If you recently bought this book, we would love to hear from you!

      You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.

      How does it work?

      To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.

      What happens when I submit my review?

      Once you have submitted your review, send us an email at

      [email protected] with the link to your review so we can properly thank you for your feedback.

      Purpose of this Self-Assessment

      This Self-Assessment has been developed to improve understanding of the requirements and elements of Voice of the Customer VoC, based on best practices and standards in business process architecture, design and quality management.

      It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

      The criteria of requirements and elements of Voice of the Customer VoC have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

      In this format, even with limited background knowledge of Voice of the Customer VoC, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

      How to use the Self-Assessment

      On the following pages are a series of questions to identify to what extent your Voice of the Customer VoC initiative is complete in comparison to the requirements set in standards.

      To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

      1 Strongly Disagree

      2 Disagree

      3 Neutral

      4 Agree

      5 Strongly Agree

      Read the question and rate it with the following in front of mind:

      ‘In my belief,

      the answer to this question is clearly defined’.

      There are two ways in which you can choose to interpret this statement;

      1.how aware are you that the answer to the question is clearly defined

      2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

      A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

      After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Voice of the Customer VoC Scorecard on the second next page of the Self-Assessment.

      Your completed Voice of the Customer VoC Scorecard will give you a clear presentation of which Voice of the Customer VoC areas need attention.

      Voice of the Customer VoC

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      Voice of the Customer VoC

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service8

      Acknowledgments9

      Included Resources - how to access9

      Your feedback is invaluable to us11

      Purpose of this Self-Assessment11

      How to use the Self-Assessment12

      Voice of the Customer VoC

      Scorecard Example14

      Voice of the Customer VoC

      Scorecard15

      BEGINNING OF THE

      SELF-ASSESSMENT:16

      CRITERION #1: RECOGNIZE17

      CRITERION #2: DEFINE:24

      CRITERION #3: MEASURE:36

      CRITERION #4: ANALYZE:49

      CRITERION #5: IMPROVE:58

      CRITERION #6: CONTROL:70

      CRITERION #7: SUSTAIN:81

      Voice of the Customer VoC and Managing Projects, Criteria for Project Managers:108

      1.0 Initiating Process Group: Voice of the Customer VoC109

      1.1 Project Charter: Voice of the Customer VoC111

      1.2 Stakeholder Register: Voice of the Customer VoC113

      1.3 Stakeholder Analysis Matrix: Voice of the Customer VoC114

      2.0 Planning Process Group: Voice of the Customer VoC116

      2.1 Project Management Plan: Voice of the Customer VoC118

      2.2 Scope Management Plan: Voice of the Customer VoC120

      2.3 Requirements Management Plan: Voice of the Customer VoC122

      2.4 Requirements Documentation: Voice of the Customer VoC124

      2.5 Requirements Traceability Matrix: Voice of the Customer VoC126

      2.6 Project Scope Statement: Voice of the Customer VoC128

      2.7 Assumption and Constraint Log: Voice of the Customer VoC131

      2.8 Work Breakdown Structure: Voice of the Customer VoC133

      2.9 WBS Dictionary: Voice of the Customer VoC135

      2.10 Schedule Management Plan: Voice of the Customer VoC138

      2.11 Activity List: Voice of the Customer VoC140

      2.12 Activity Attributes: Voice of the Customer VoC142

      2.13 Milestone List: Voice of the Customer VoC144

      2.14 Network Diagram: Voice of the Customer VoC146

      2.15 Activity Resource Requirements: Voice of the Customer VoC148

      2.16 Resource Breakdown Structure: Voice of the Customer VoC150

      2.17 Activity Duration Estimates: Voice of the Customer VoC152

      2.18 Duration Estimating

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