Performance Measurement Associates  
About PMA Services Publications Contact Us Home




Voice of the Employee
Voice of the Customer
Customer Loyalty
Project Measurement
Dynamic Scorecard

Building a World Class Project Measurement SystmeBuilding A World Class Project Measurement System

Suggested Audience: General managers, project managers, team leaders, quality managers

Over the past decade "Customer satisfaction" has been one of the most popular catch phrases in the business lexicon. It has also been one of the most abused and wrong-headed.

This presentation begins with the idea that the purpose of business is not simply to make customers happy, but to turn a profit at the end of the day. "Customer satisfaction" is at best a predictor of business results, and often it is not a very good one. The second key idea is that getting data is less than half the battle. Many companies gather lots of customer data, but find that most of it goes to waste. The real challenge lies in persuading the organization to use the "voice of the customer" and thereby to improve business results.

Audience members will learn the steps in a superior customer research program. Examples of action-oriented data exhibits are provided along with tactics for stimulating improvement activities. Where appropriate, case studies or examples from the audience's industry may be used. Building a World Class Project Measurement System can be customized to range from a half-hour presentation to a half-day workshop.


Performance Measurement Associates, Inc.

Copyright 2001 [Performance Measurement Associates, Inc.]. All rights reserved.
Revised: October 21, 2005