ASQ QMD GSC Voice Of Customer Survey 020509

ASQ QMD GSC Survey 0205091

Globalization & Supply Chain Management Technical Committee

ChairmanJohn [email protected]

Voice of the Customer Survey



The purpose of this committee is to provide research and guidance to organizations that are working on the management of Global Supply Chains. Most current Supply Chain projects are ONLY driven by price and delivery issues. The committee members will be asked to share current experience and future direction as incorporating quality issues into the Global Supply Chain Management process.



The committee is expected to discuss challenges like:• In Search of the Supplier Scorecard Standard• Supply Chain Communications and Connectivity• Minimizing Out Sourcing Risk

This is what we think is of value to the stakeholders.

The next step is to create a series of Voice of the Customer surveys to validate these subjects.


Voice of the Customer Survey Determining this project’s Critical-to-Quality

(CTQ) requirements, with respect to the project deliverables, must be clearly defined prior to creating any further processes.

Quantifying the Voice of the Customer (VOC) through initial and on-going surveys is critical and necessary to understanding the customer's CTQ requirements


Context – By Type

Automotive / Aerospace / Medical Device Consumer Packaged Goods Drug & Food & Beverage High Technology Industrial Products

Others ??????


Context – The Value Chain

Retail Distribution Manufacturer (OEMs) Suppliers Third Party Logistics


Context – The Product Lifecycle

Project / PortfolioManagement

EmployeeManagement

New Part / ServiceSubmittals

DocumentManagement

Product / ProcessManagement

Inspection / Test SPC

Nonconformance &Corrective Action

InternalAudits

EquipmentManagement

SupplierManagement

CustomerManagement


Context – The People / Processes

Marketing / Sales New Product Development / Engineering Purchasing / Material / Logistics Quality Manufacturing Human Resources Finance / Accounting


Survey Design – Purpose and Use

What Do We Want To Know? Who Do We Want To Know It From? What Are We Going To Do With The

Information Once You Get It?


Survey Design – General Questions

What Are Your Top 3 Problems / Goals? What Steps Are You Currently Taking To Do

Accomplish the Goal / Solve the Problem? What Capabilities Are You Looking For?


Based on the Context Definitions

Do We Need Different Surveys For Different:– Types– Value Chains– People / Processes


Volunteers' Needed

To Create Surveys To Execute Surveys (Toll Provided by ASQ) To Summarize Findings

ASQ QMD GSC Voice Of Customer Survey 020509

Business

Transcript of ASQ QMD GSC Voice Of Customer Survey 020509