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.