Customer Focus Inventory - Take part in an experiment?

C

ccochran

#11
Howste,

Yes, those 2 statements have a bit of a manufacturing feel. I interpreted them the same way you did, though. In the book, I discuss how these two concepts relate to both service and manufacturing.

C Emmons,

Great idea. It will be very interesting to see how different the responses are. This might be the R&R test we've been looking for.

Craig
 
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Q

qualitygoddess - 2010

#12
Want to Be Higher

ccochran said:
Goddess,

Thanks for giving it a test drive. A 16 on this inventory is looking like a pretty high score. I'm impressed.

What did you think about the content of the tool?

Craig
I thought the tool content was good. I do not think you missed any area for asking questions. I also agree that multiple people within the organization would answer differently. For example, the president here would have given us a higher score than I did. He is all over the "customer is our lifeblood" type of thinking. We agree with him, but the actual, documented support of that needs work. One of the reasons they hired me.

I might suggest that readers of the book be cautioned in the use of the tool, and that an approach like C Emmons is trying would be the way to use this tool effectively. A cross-section of management and a cross-section of the non-management would create an interesting opportunity to use the tool to develop solutions for improvement. The users could look at the overall average score from each group, and break it down question by question to look at opportunities for improvement. I also think it would be important for each person in the cross-section to answer individually, and then average scores. With this kind of tool, it would be easy to develop a group think mentality if trying to complete it as a team.

--QG
 
Q

qualitytrec

#13
to follow on what QG just said, I think it would also be a great oprotunity to identify CI for different functions as well. Maybe it would show Purchasing was weak in a certain area for example and allow management to tailor training to the need.
Just a thought.
Mark
 
#14
Ok, here's our result:

Score: 19
Type of org: manufacturing
Number of employees: 375

Overall, I'd say those questions were good ones. And hey: I'm looking forward to the book. Good luck.

:agree: /Claes
 
M

mshell

#15
Score:49
Type of Org.: Manufacturing
# of Employees: 29

I may be a little on the optimistic side as well.

This is what I came up with, I have passed this on to a few others so that I can compare the results.
 
W

wolfnature

#16
This was a great excercise to show the difference of perception by the different levels in the company. I gave the questionaire to different people and broke the results into 2 categories. One category includes production personnel and engineering staff, while the other category includes mid and upper management. It was interesting to see the results.

First group (prod/eng) score 3
Second group (mgmt) score 59

I think this indicates just a slight difference in how the company is viewed :confused:
 
Q

qualitygoddess - 2010

#17
Mgt and Rose-colored Glasses

wolfnature said:
This was a great excercise to show the difference of perception by the different levels in the company. I gave the questionaire to different people and broke the results into 2 categories. One category includes production personnel and engineering staff, while the other category includes mid and upper management. It was interesting to see the results.

First group (prod/eng) score 3
Second group (mgmt) score 59

I think this indicates just a slight difference in how the company is viewed :confused:
Your scores were exactly what I was expected from these two groups! Mgmt tends to grade these types of surveys much higher than the people who are "doing the work". :nope:
 
W

wolfnature

#18
qualitygoddess said:
Your scores were exactly what I was expected from these two groups! Mgmt tends to grade these types of surveys much higher than the people who are "doing the work". :nope:
Yeah, I expected them to be different, just didn't think they would be that far apart. I gave the results to our Operations Manager and got an interesting look from him. This little experiment might help improve things a bit. Who knows?
 
C

ccochran

#19
QD, Markasmith, Claes, Michelle, and Wolfnature:

Thanks so much for giving the tool a test drive. You generated some very interesting results. One of the mose interesting results was the disparity of responses between managers and others within the organization. Great illustration of this, Wolfnature. As a result of this phenomena, I'm going to add specific instructions regarding the composition of the team that completes the worksheet and the kind of facilitation they'll need. Thanks for suggesting this, Jodi.

Talk to you soon,
Craig
 
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