When attempting to eliminate processes that customers do not demand (Value Add), do you get this feedback through customer satisfaction surveys?

Taking feedback from customers can come in many forms. It can be Listening Tours where you go visit their place, see how they do the process, and ask them directly about this particular process. Or it could be a focus group or phone interviews. Satisfaction surveys are typically not specific enough to ask information about…

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Tracy O'Rourke

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.