Please join ASQ Pittsburgh for a Webinar on Thursday, April 17th.
Using the Voice of the Customer for the Application of Lean
Session Description:
To provide an overview and reference for implementing and using the Voice of the Customer in the application of Lean principles and methods to improve organizational systems and processes. This talk includes:
1. What is the Voice of the Customer and what it can and cannot provide.
2. Why the Voice of the Customer is important, particularly in the application of Lean.
3. How to measure the Voice of the Customer in different applications including healthcare, service and manufacturing.
The Voice of the Customer is foundational to all Lean improvement efforts - Lean is about getting rid of waste. Waste is anything that does not add value, particularly anything for which the customer is unwilling to pay. Therefore, the customer defines the value in the Value Stream and the Voice of the Customer is the means by which we collect the data.
Speaker Bio:
Frank has over forty years of experience in working across a wide variety of industries in the application of quality methods to achieve operational excellence. Frank started out in aerospace helping to design the Space Shuttle solid rocket motors. He then joined Ford Motor Company and worked in a wide variety of positions in engineering and quality systems – Frank helped develop and apply a wide variety of process improvements including the Ford Production System and the Ford Product Development System. Frank has worked internationally with teams in Europe, Asia, and Australia. He has taught quality systems and project management at the university level for six years, has worked with teams in healthcare to improve their research processes and in the west Texas oil fields to improve oil exploration systems.
Frank has also led process improvement efforts in exotic metal machining in support of the F35 Strike Fighter program and was responsible for the development and implementation of a redesigned high-speed titanium extrusion process including billet heating, material handling and hot straightening systems to double throughput to support Airbus and Boeing production.
Frank has spoken at a number of conferences including the ASQ Lean & Six Sigma Conference, the World Conference on Quality & Improvement, and the American Statistical Association Fall Technical Conference on topics such as the application of industrial experiments, lean visual project management, options profiling, concept selection, voice of the customer and the use of customer personas to drive product development.
Frank helped develop the ASQ Lean Foundations Series (Lean 101, Lean Problem-Solving Tools, and Applied Lean) as well as the ASQ Leading Lean workshop. He has served as an ASQ Connex Train-The-Trainer instructor for these courses since 2021.