Focus the Improvement

Jay Arthur
888-468-1537
303-756-9144
KnowWare International, Inc.
DBA LifeStar
2253 S. Oneida
Ste 3D
Denver, CO 80224

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Copyright © 2008

To achieve the maximum improvement, we must first focus the improvement efforts. "If I put you in a room with 50 rabbits, you will never catch all of them, but if I send them in a few at a time, you will catch all the rabbits. "

We can't do everything so we must focus on the 20% that will give 80% of the return on investment. Quality planning is driven by the voice of the customer. Have you used surveys ,focus groups, and complaints to gather the Voice of the Customer?

Have you used affinity diagraming to cluster the customer's key requirements? No

Have you used relationship diagrams to identify the requirements that drive customer satisfaction? No

Have you used tree diagrams to identify the key improvements, measurements, and activities required to deliver customer satisfaction? No

Have you used matricies to prioritize the improvement activities (problem solving and standardization) that will maximize customer satisfaction based on their requirements? No

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