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When using the FMEA to assess a service, it’s generally applied to the internal process and assessed by process participants – the people providing the service. If you want to understand the customer experience of receiving the service, then you would be collecting and translating the Voice of the Customer. That involves a different set…
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Elisabeth Swan

Elisabeth 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. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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