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Upcoming Events and Workshops




		8:30 – 11:30 Workshop A: Operationalizing VOC to Ensure the Delivery of Superior Value across the Entire Customer Experience
		The key to generating increases in revenue and market share lies in consistently creating and delivering superior value across the entire customer experience. And the only way to consistently create and deliver superior value is to understand the key drivers of value and quality – from the perspective of your targeted market segments – better than anyone else. This requires: · Transforming your VOC (Voice of the Customer) information system into a VOM (Voice of the Market) system · Shifting from the metrics of customer satisfaction to the metrics of customer value · Identifying competitive performance gaps that can be leveraged or remedied throughout the customer experience · Redesigning your customer feedback system to proactively capture customer reactions to your product, service, people and process improvements Participants will learn how to: · Transform their VOC system into a VOM system that proactively identifies the key drivers of quality and value · Shift from the metrics of customer satisfaction to the metrics of customer value to ensure better prediction of market share and business performance · Link value performance gaps to specific customer touch points throughout the customer experience · Develop an ongoing transactional measurement system linked to key customer events How you will benefit from the workshop: · Be able to evaluate the Quality/Price trade-off in the customer’s value equation · Be able to identify those factors that are critical to quality from a market perspective · Be able to identify key customer touch points throughout the customer experience · Be able to link value performance gaps to customer touch points · Understand how to deploy an ongoing monitoring system to track value delivery across the customer experience Workshop Leader: Dr. Reginald W. Goeke Principal and Founder Market Value Solutions


		12:00 - 3:00 Workshop B: Applying the Tools of Customer Value Management to Achieve Breakthroughs in Business Process Improvements
		The most successful process improvements are those that add tangible value to customers across the entire customer experience. This means that the winner in any competitive environment will be the one that understands and delivers value better than anyone else. The challenge for the business person lies in understanding what those key benefits (Critical-to-Quality factors, or CTQs) are, how their business is performing on those CTQs, and then addressing the value performance gaps that are having the greatest impact on the total customer experience. A recent study by IQPC and MVS (Market Value Solutions) revealed that one of the biggest challenges facing process improvement practitioners is an inability to use VOC information to increase market share and revenues. This workshop will demonstrate how the metrics of customer value address each of those issues, and how to use the tools of customer value management to achieve real breakthroughs in your business process improvements. Participants will learn how to: Convert VOC data into models of market value to identify CTQs from a customer perspective Identify value performance gaps to be leveraged or fixed Link CTQs to the process, product, and people changes required for a competitive value advantage Align LSS projects to competitive marketing strategies How you will benefit from the workshop: Be able to identify VOC priorities Understand the importance of moving from VOC to VOM (Voice of the Market) Ability to identify and prioritize those factors that add the most value from the customer’s perspective: “Critical-to-Quality factors” (CTQs) Ability to identify competitive value performance gaps in terms of CTQs from a market perspective Ability to leverage strengths or remedy weaknesses for a sustainable competitive value advantage Results Experienced by User Companies: Doubled market share and increased bottom line by 5X within 1 year Grew from $250 million to $2.7 billion within 8 years Reduced churn from 50% to 23% in 2 years Workshop Leader: Reginald W. Goeke Principal Market Value Solutions

		ASQ Features MVS Articles in Quality Progress The first, Six Sigma and Competitive Strategy, addresses the issue of aligning your organization's Six Sigma initiatives with your organization's strategy. The authors identify three specific levels of strategy, the unique purpose of each, and the level at which Six Sigma alignment is most important. They go on to describe how the metrics of customer value can ensure that our organization's Six Sigma initiatives are congruent with your competitive strategy. The second article, Market Focused – Value Driven Six Sigma: It’s All About Gaps, reveals how to use the Voice of the Customer (VOC) to identify Critical to Quality factors (CTQ’s), how to identify gaps in your competitive performance on those CTQ’s, and how to use those performance gaps to identify strategically important Six Sigma initiatives. The authors go on to describe how value-driven Six Sigma projects will lead to substantial increases in top-line revenue, profitability, and market share – transforming Six Sigma from a tactical weapon into a strategic one. *Quality Progress*, read by more people than any other magazine on quality, features in-depth articles describing the application of innovative methods.

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