Every company says they want to satisfy their customer. They talk about customer surveys and gathering the Voice of the Customer. They might even have allocated responsibility for collecting and analyzing this information. But looking past what is being said,…
I work in the service industry. For my sins I am responsible for process improvement. Six Sigma is widely regarded as the process improvement methodology of choice. The logic is that as an industry we are data rich, so a…
Analytics is hot and getting hotter. As its value becomes better understood, many organizations are looking to expand their analytics efforts. To discover new opportunities, serve customers more effectively, reduce fraud, and improve operations, firms want to get to the…
