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Business survival depends upon fulfilling the wants, needs, and desires of customers. For long-lasting success fulfilling this business requirement, an effective system is needed to capture and utilize Voice of the Customer (VOC) inputs. However, organizations often undertake this VOC task by creating a function that focuses on conducting and interpreting customer satisfaction surveys. With this approach, policies might even be established where employee compensation depends upon how well satisfaction-survey goals are met. Care needs to be exercised when capturing and using customer inputs, since the best intention can lead to playing games with the numbers and/or a VOC silo effort that is not integrated in the overall business management system. From an effectiveness point of view, one might even question whether customer satisfaction is the most important measurement to track. Why? Often customer satisfaction does not correlate as well as we might think to future customer’s buying behaviors – a critical factor. This presentation will describe an integrated business management system that effectively blends VOC needs, wants, and desires with metrics that move organizations toward achievement of the 3 Rs of business; i.e., everyone doing the Right things, and doing them Right, at the Right time.

In this webinar we will introduce the concept of binary logistic regression using Minitab. This tool can be used to analyze process data that has only a pass/fail output. We will primarily discuss the use of continuous variables as predictors (or causes), but we will also discuss how to use the tool to perform a logistic ANOVA or a logistic DOE. **The audio will begin a few minutes before the video appears.

In this webinar we will start with a typical SIPOC analysis of a process and show how it can be leveraged into a Value Stream Map (VSM). This knowledge will let the improvement practitioner, that is facing a more Lean-like problem, move rapidly from the project definition to a working VSM that can be the starting point for a waste or time reduction improvement effort. Take-aways: – Shows the relationship between the SIPOC and VSM; – Gives the practitioner a method to quick-start a VSM for any project.

Many businesses adopt Green strategies as part of their business plan in an effort to be good stewards of the environment and their community. No one can argue that this is not a good thing to do. However, often these efforts can become a silo activity relative to other organizational initiatives, resulting in a significant negative impact to the corporate financials. Because of the economic implication, this approach for implementing Green could jeopardize future environmental-improvement efforts. VIEW NOW, and learn about an alternative business system approach to integrating Green strategies with other organizational strategies so that created environmental-enhancement efforts either improve or do not degrade the current financials. Described is a methodology for targeting Green efforts so that there is success, while maintaining or enhancing overall business benefits.