All Entries in the "Voice of the Customer" Category
Snake Oil and Science in Employee Research
Most organizations regularly survey their employees to better assess the state of the employer/employee relationship. The intent is to bring some science to bear on the problem of identifying areas of strength and weakness. By identifying what is important and what isn’t, management actions can be based on the best available evidence. This provides a foundation
The Cult of Statistical Significance
If you see statistical significance or significance testing in your Employee , Customer or Operations Research then in all likelihood you are doing it wrong. Equally important, conclusions drawn and decisions made on the basis of significance tests may very well be doing you more harm than good. This is the basic message of The Cult of Statistical Significance: How
Understanding Value using Dr. Kano’s Model
How do you define quality? That’s an important question for those engaged in quality improvement. Defining things can be difficult, doubly so when the definitions concern something as vague as quality. Yet define we must, especially if we want to measure current quality levels, or improvement to quality. After all, if you can’t define something,
