Overview: An expansion on his “Back to Basics” article in the Jan 2019 issue of Quality Progress magazine, David Muncaster will talk about understanding customer satisfaction and interpreting the Kano model. During this virtual talk, we’ll go over the methods of collecting customer data, why it can be hard to get the “true” voice of the customer, and how using the Kano model can help you interpret those results into actionable strategies to improve your customer’s experience.
In addition, Customer Relationship Management (CRM) software such as Salesforce will be discussed to underline the pros and cons of this technology. Using real world examples gained from his experience as the National Manager, Continuous Improvement and Customer Survey for Staples Business Advantage Canada, David will provide an informative and engaging webinar on ways to better understand your customers.
About the Presenter: David Muncaster is the Manager, Continuous Improvement and Customer Survey for Staples Business Advantage Canada. Staples Business Advantage is the business-to-business arm of Staples, Inc., and is the world’s largest supplier of office products, facility and break-room supplies, furniture, and print services.
With Staples Business Advantage for 11 years, David has worked to develop a company-wide culture of continuous improvement, ensured continued certification to ISO 9000 and 14000, developed Sustainability initiatives for the Western Region, and introduced COR Health and Safety Certification in Alberta, Nova Scotia, and Newfoundland. In addition, he is responsible for the customer survey process which measures customer satisfaction within all areas of Staples Business Advantage. Also, David teaches Quality Management at BCIT for the part-time studies program and hosts workshops on various topics such as “Creating Buy-in” and “Developing great teams”.
Before Staples, David worked with a local manufacturing company for 10 years as the Technical & Quality Manager. David is a past Chair of the ASQ Vancouver section. The first person in Staples Business Advantage Canada to receive training in Lean Six Sigma, he has also been certified by ASQ as a Six Sigma Black Belt.
EVENT DATE: Thursday, February 21, 2019
Webinar using GoToMeeting.com
12:00 Noon to 1:00 PM Eastern time: Presentation (Enjoy from your desk!)
Please use the Eventbrite link shown below to register. Log-in information will be provided via separate email after you have registered.
ASQ membership is NOT required to attend this event, so please share this information with your friends and colleagues!
Registration deadline: Thursday, February 21, 2019 at 11:00 AM Eastern time