Speaker: Tanya Stinson, MHQS, CMBB, MCBA, CRP

This presentation will discuss the use of the voice of customer tool, along with Lean and Six Sigma methods to eliminate wastes, errors, and inefficiencies from day-to-day processes.

Learning Objectives:

• Learn what a process is, what Lean and Six Sigma are, and how to use the methodology to eliminate wastes, errors and inefficiencies.
• Learn how to use the Voice of Customer template and affinity diagram to survey the customers and use their input, wants, needs and expectations to make improvements.