A customer satisfaction program was started on the right foot and has gone very well for the last year or so. The company should:

The correct answer is A. Look to improve the program, with new customer input. Even though the customer satisfaction program has gone well for a certain time frame, one still must continue to listen to the customer. Answer b, to do nothing, would probably not keep your company competitive. Answer c, forming a manager's group, is too restrictive. It permits

Overview: Six Sigma and the Organization

Question

Options

ALook to improve the program, with new customer input
BDo nothing with the program, it's not broken
CForm a manager's group to add new wrinkles to the program
DConcentrate on long term customers

How the community answered

(37 responses)

A
81% (30)
B
11% (4)
C
5% (2)
D
3% (1)

Explanation

Even though the customer satisfaction program has gone well for a certain time frame, one still must continue to listen to the customer. Answer b, to do nothing, would probably not keep your company competitive. Answer c, forming a manager's group, is too restrictive. It permits internal people to formulate external customer expectations. Answer d is too restrictive for a variety of reasons. Lack of growth could be one of them.

Topics

#customer satisfaction#continuous improvement#voice of customer#program management

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