ASQ Voice of the Customer (VOC) 2-Evening Course (QM501-1)
May 12 at 6:00 pm - 9:00 pm
Two Evenings- May 12, 2020, and May 19, 2020
Any critical customer requirement must be validated using data. The Voice of the customer is the recommended method to gather data to validate the critical customer requirements. Voice of the customer methods may include structured interviews, questionnaires or surveys, focus groups, and business process data such as supply chain data that would detail the production and service delivery of any product or process.
That sounds simple enough, however, the attention to the measurement of the voice of the customer to validate critical customer requirements is the focus of this course. Too often surveys are designed without sufficient consideration of the data analysis required. Surveys are often designed without sufficient consideration of sampling issues, customer segmentation, completion errors, and self-reporting biases.
This course is essential for anyone involved in project management, quality management systems, business process improvement, and Lean Six Sigma.
Disclaimer: “Montgomery County Community College is not affiliated with the event and the College should not be contacted regarding the program.”
The classroom techniques will include lecture, individual and group participation/discussion, case studies, and exercises to reinforce the content.
The material will be presented in two, 3-hour sessions. The first session will be held from 6:00 to 9:00 on Tuesday evening, May 12th, 2020. The second session will be held from 6:00 to 9:00 on Tuesday evening, May 19th, 2020.
Case studies will be used to demonstrate the appropriate tools to use in gathering the voice of the customer data. Some examples of tools include: construct validation, stakeholder analysis, Pugh matrix, Kano analysis, Pareto C’chart, Moods median, t-test, ANOVA, Regression, correction and prevention action (CAPA), Responsible, Accountable, Consulted, Informed (RACI), failure modes effects analysis (FMEA), root cause analysis (RCA), design for Six-Sigma (DFSS), voice of the process, and voice of the employee.
The class materials provided are a handout of the slide deck and exercises.
Topics to be covered:
- Designing the structure and data capture for focus groups
- Designing the structure and data capture for interviews
- Survey design and construct validation for the measurement of voice as the customer to
determine critical customer requirements and critical to quality requirements
About the Instructor – Chris Connors: email@example.com
Dr. Chris Connors has a rich background in Business Process Improvement and Learning and Development, holding Director Titles or senior consulting positions with multinational companies such as PricewaterhouseCoopers (PwC), Hercules, Aetna, K.W. Tunnel Consulting, and UMDNJ.
Chris holds a BA from LaSalle University in Biology and Philosophy, a Masters in Education from Temple University, and a Ph.D. from Temple University with a focus on Industrial and Organizational Psychology, Sociology, Statistics, and Communications. He holds certifications as a Lean Six Sigma Master Black Belt, ASQ certifications in Six Sigma Black Belt and Quality Management/Organizational Excellence, and is a certified Project Management Professional (PMP).
He has led teams of BB’s and GB’s in process improvement projects that have saved millions of dollars for his companies or clients. His depth of knowledge and experience are vast, yet his teaching delivery style is practical and engaging, making him a prime lecturer for many organizations to which he is affiliated. Chris’s professional contributions to ASQ, and particularly the Philadelphia Section, include every committee position and several terms as section chair.
Attendance, Registration, Refund, and Payment Details:
Instructor-developed materials are included in the course fee and will be handed out on the first evening. Additional reference sources will be shared.
The ASQ Philadelphia Section is sponsoring this course and reserves the right to cancel the course if the minimum enrollment is not met to cover anticipated costs. Refunds will be provided if the course is not held. Dates may need to be adjusted by the Instructor should circumstances arise beyond our control.
Substitutions after Registration are permitted. Inform Section Education Chairperson and/or Section Treasurer to ensure accurate attendance records.
Email from Eventbrite.com addressed to you will be used for important course information. Please open immediately and take appropriate action.
Payment for the course is due by the first class session unless prior arrangements are made with the Section Education Chair or Section Treasurer.
Emergency cancellation notification is to the mobile phone number you provided at registration.
PayPal: This is the default payment method in the Eventbrite ticket purchase. Credit Cards may be used as an option to using a PayPal account. Note: ASQ Philadelphia Section does not accept Credit Cards directly.
Pay by Check: Do not register here. Instead: Notify the instructor Chris Connors who will add you to the class roster in Eventbrite manually, and alert the Treasurer. Payment for the course is due by the first class session unless prior arrangements are made with the Section Education Chair or Section Treasurer. Make check payable to ASQ Philadelphia Section 0505. Mail to: ASQ Section 0505 c/o Tom Petrocella, 422 Woodland Ave, Glendora, NJ 08029
Class information and Emergency Contact: – Dr. Chris Connors, (610) 864 8637
General Information/Alternative Offerings:
If the course is held during the day, except where noted, lunch and morning and afternoon breaks are included in the fee.
FYI: This course can be held at your company with a minimum of 4 attendees at a reduction from the classroom-based fee. This course can be customized to subjects and issues at your company. The company must take care of breaks and lunch and a suitable training area and projection equipment. The course curriculum, time and date are negotiated directly with the instructor. A proposal will be submitted based on the understanding of your requirements.