How do you influence those who insist on listening to the wrong voice?
The short answer is: Get more stakeholders to buy into the idea that listening to the Voice of the Customer is the right thing to do, and is the most important. If anything, it should be slightly above VOB (Voice of the Business). Good luck!
Tracy is a Master Black Belt at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.
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