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LEAN SIX SIGMA WORLD CONFERENCE ABSTRACT

Ten Best Practices for Driving Continuous Improvement With Customer Surveys

Presenter:

John Goodman, CCMC, Bethesda, USA

Co-Presenter: Vicki Soulimiotis, Senior Manager Customer Experience and Insights, Chick-Fil-A, Atlanta, GA

Keywords:

Customer Surveys, Voice of the Customer, Customer Experience, Business Case

Industry:

Service

Level:

Intermediate

Quality is trying to become more customer driven using surveys and voice of the customer (VOC). However, many quality execs are not survey experts and most surveys end up being expensive but not being very actionable or justifying investment in quality or the customer experience (CE). John Goodman will outline ten best practices to assure actionability and impact. Vicky Soulimiotis, Senior manager of customer experience and insights at Chik fil A will illustrate how CFA has applied these principles to enhance operator and corporate customer focus and set tangible targets for improvement.

REGISTRATION OPEN 
Please select the relevant Registrant Type from: a) Conference & Workshops; b) Exhibits & Sponsorship; c) Speakers & Co-Speakers

SPEAKERS' CORNER
Submit your PowerPoint by
January 31, 2019
Speakers’ Orientation Meeting:
Tuesday, March 12, 2019,
6 PM-7 PM

Please download the Speaker Instructions here

Conference Chair's Message 

Joel Smith

Continuous Improvement is not just something a Lean Six Sigma (LSS) practitioner leads their organization in practicing, but is also a core competency of their professional makeup. That is why more and more innovative and leading companies are looking for leaders that use the LSS way of thinking in everything they do within their organization.

In this era of data science and machine learning, the ability to connect the dots for end to end solutions across the boundaries of people, process and systems is the key to success. This year’s conference is focused on making sure we are “continuing” our journey as practitioners. Whatever your level of experience, you will learn new concepts, new perspectives and network with the best in the industry.