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Bookmark question for later Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to
Bookmark question for later Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to translate the VOC data into measurable items. For such purposes, the team set up a CTQ tree. Below you have an excerpt of the tree. Looking at the excerpt, what can you conclude? To improve the VOC, you need to address call handling time Taking too long for resolution is the critical customer need XYZ is a requirement to achieve the voice of the customer Resolution turnaround time is a performance driver
Bookmark question for later
Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to translate the VOC data into measurable items. For such purposes, the team set up a CTQ tree. Below you have an excerpt of the tree. Looking at the excerpt, what can you conclude?
To improve the VOC, you need to address call handling time
Taking too long for resolution is the critical customer need
XYZ is a requirement to achieve the voice of the customer
Resolution turnaround time is a performance driver
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Technology Business Management
Authors: Todd Tucker
1st Edition
0997612746, 978-0997612745
