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Editorial Reviews
Product Description
A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a process of getting to know their customers and learning their point of view so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful. Voices into Choices captures the right balance between being a step-by-step method and offering the theoretical framework to understanding and using customer voices.
From the Publisher
Voices into Choices was written and published through a collaboration between Joiner Associates Incorporated and the Center for Quality of Management (CQM). The book is an outgrowth of CQM working with its member organizations to help them become more customer focused in their decision making process. Throughout the development of Voices into Choices, we worked with these members to refine the process, by having them use and test our writing with their actual projects. We also involved numerous customers from both organizations in a review process.
See all Editorial Reviews
A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a process of getting to know their customers and learning their point of view so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful. Voices into Choices captures the right balance between being a step-by-step method and offering the theoretical framework to understanding and using customer voices.
From the Publisher
Voices into Choices was written and published through a collaboration between Joiner Associates Incorporated and the Center for Quality of Management (CQM). The book is an outgrowth of CQM working with its member organizations to help them become more customer focused in their decision making process. Throughout the development of Voices into Choices, we worked with these members to refine the process, by having them use and test our writing with their actual projects. We also involved numerous customers from both organizations in a review process.
See all Editorial Reviews
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Inside This Book
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First Sentence:
Market leaders compete against their rival to be first to market with cuttingedge products; they also continuously challenge their own last best effort. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer profile matrix, estimate project requirements, concise summary title, translation worksheet, titling helps, document management team, key customer concerns, new training product, nontraditional segments, widget press, requirement precedence, future checkpoints, implementation worksheet, next case study shows, high leverage points, requirements worksheet, phrases that reflect, factors influence one, affinity diagram, blue sky ideas, program management team, key customer requirements, flipchart paper, following case study shows, getting your bearings Key Phrases - Capitalized Phrases (CAPs): (learn more)
Structure the Data, Understand the Voices, Voice of the Customer, Check Check, Systems Path, Finalize Preparations, Frame the Project, Targeted Path, Meet With Sponsors, Polish Your Skills, Requirements Path, Section Summary, Determine Purpose, Organize Resources, Check Your Direction, Identify High Leverage Points, Construct Requirement Statements, Affected Factors, Assess Requirement Priorities, Identify Key Customer Concerns, Determine Key Areas, Focus Your Data Analysis, New Product Dev, Questions You Will Be Answering, Original Original New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Market leaders compete against their rival to be first to market with cuttingedge products; they also continuously challenge their own last best effort. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer profile matrix, estimate project requirements, concise summary title, translation worksheet, titling helps, document management team, key customer concerns, new training product, nontraditional segments, widget press, requirement precedence, future checkpoints, implementation worksheet, next case study shows, high leverage points, requirements worksheet, phrases that reflect, factors influence one, affinity diagram, blue sky ideas, program management team, key customer requirements, flipchart paper, following case study shows, getting your bearings Key Phrases - Capitalized Phrases (CAPs): (learn more)
Structure the Data, Understand the Voices, Voice of the Customer, Check Check, Systems Path, Finalize Preparations, Frame the Project, Targeted Path, Meet With Sponsors, Polish Your Skills, Requirements Path, Section Summary, Determine Purpose, Organize Resources, Check Your Direction, Identify High Leverage Points, Construct Requirement Statements, Affected Factors, Assess Requirement Priorities, Identify Key Customer Concerns, Determine Key Areas, Focus Your Data Analysis, New Product Dev, Questions You Will Be Answering, Original Original New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 7
books:
See all 7 books this book cites
10
books
cite this book:
See all 10 books citing this book
- Problem Solving (School Mathematics Project 16-19) by School Mathematics Project in Back Matter (1), and Back Matter (2)
- The Voice of the Customer (Report No 92-106) by Abbie Griffin on page 58, and page 291
- Customer Visits: Building a Better Market Focus by Professor Edward F. McQuarrie on page 59
- Fourth Generation Management: The New Business Consciousness by Brian Joiner in Back Matter
- Competitive Strategy: Techniques for Analyzing Industries and Competitors by Michael E. Porter on page 300
See all 7 books this book cites
- The PDMA ToolBook 2 for New Product Development by Paul Belliveau on page 233, page 352, and page 432
- The Design for Six Sigma Memory Jogger: Tools and Methods for Robust Processes and Products by Dana Ginn on page 87
- The Design for Six Sigma Memory Jogger Desktop Guide: Desktop Guide of Tools And Methods for Robust Processes And Products by Dana Ginn on page 87
- Strategic Supply Chain Management by Shoshanah Cohen in Back Matter
- The Market Research Toolbox: A Concise Guide for Beginners Second Edition by Professor Edward F. McQuarrie on page 81
See all 10 books citing this book
What Do Customers Ultimately Buy After Viewing This Item?
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79% buy the item featured on this page: Voices into Choices: Acting on the Voice of the Customer $32.97 |
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9% buy What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services $16.47 |
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7% buy Voice of the Customer: Capture and Analysis (Six Sigma Operational Methods) $70.16 |
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5% buy Acquiring, Processing, and Deploying: Voice of the Customer$72.49 |
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