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. Customers always want more for less. They often don’t think laterally.
In an earlier blog Faster Horses we looked at why asking a customer what they want does not always produce the best answer. Whilst we are thinking about the Voice Of The Customer we should also be listening to The Voice Of the Employee.
Employees are at the sharp end. They know the real problems and in many cases know the answer. Employees who feel listened to and valued are much more likely to add value to the organisation and the effectiveness of processes. Before employing expensive consultants who may or may not have knowledge of the business have a chat with the real experts – the employees.
How many senior managers and directors spend time on the shop floor or in the general office? The answer is not enough. I know many directors of companies who do not know their way around the shop floor, stores or offices and would struggle or be completely unable to describe exactly what goes on there.
If you want to be effective then pay attention to your customer but pay at least as much, if not more attention to your employees.
If you want to look at this further we have both manufacturing and service simulations to enable everyone to be more effective then please contact us for details – Contact Form
If you want to receive our regular blogs please subscribe at Subscribe