It’s important to understand what your customer really wants and not what they say they want or even worse what you think they want. Take books for example. I am a huge fan e-readers. For me, my Kindle is just about perfect. It’s small enough to carry anywhere with a…
It is a given that it is important, some would say vital, to know your customer. If you read the LEAN literature then everything should be done having listened to the Voice Of The Customer (VOC) and anything for which the customer will not pay is defined as waste. We…
If you study Lean Six Sigma techniques then it is made very clear that the Voice Of The Customer is all important. Common sense dictates that it is always a good idea to listen to our customers or clients but this should not always be our first port of call.…