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VOC - How to Gather, Prioritize, and Classify

Ken Feldman, Ph.D., Senior Director, Dr Pepper Snapple Group, Plano, TX, USA

Keywords: VOC, Kano, AHP

Industry: All

Level: Intermediate

ABSTRACT

If you want to learn about the importance of VOC and the concepts behind it, DON’T ATTEND THIS SESSION.  Most people already understand that collection of the Voice of the Customer is important to help an organization focus on what is important and what to improve in their business.  What most people don’t know is HOW to do it.  

In this session, we will present specific tools and methods of how to gather, prioritize and classify VOC information.  Participants will be able to walk away with an Excel workbook that can be used the next day to gather, prioritize and classify information that they obtain from their customers.  The session will be presented as an interactive role play between the Instructor (Company) and someone from the audience (Customer) so you can understand and see how the tools can be used.  This will be one of the most practical sessions you can attend so come early for the best seats.

Call for Proposals

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

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Corporations

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