1. Of the diagnostic tools described in Practical Lean reading this week, which do you believe to be most valuable? Explain.
I believe the most valuable diagnostic tool is the Voice of the Customer (VOC). It is important to know your customer wants and needs because they are the people that create capital for your organization. In addition, health care organization customers are patients and we need to make sure they are taken care of. According to Sperl, Ptacek, and Trewn (2013), “The VOC is a term used in business and Information Technology to describe the in-depth process of capturing a customer’s expectations, preferences, and aversions”. (p. 90) There is five levels in the Voice of the Customer, they are: Relationship tracking (quality
I believe the most valuable diagnostic tool is the Voice of the Customer (VOC). It is important to know your customer wants and needs because they are the people that create capital for your organization. In addition, health care organization customers are patients and we need to make sure they are taken care of. According to Sperl, Ptacek, and Trewn (2013), “The VOC is a term used in business and Information Technology to describe the in-depth process of capturing a customer’s expectations, preferences, and aversions”. (p. 90) There is five levels in the Voice of the Customer, they are: Relationship tracking (quality