November 9 @ 6:00 pm – 8:00 pm
SPEAKER: Robert Mitchell
Robert ‘QualityBob’ Mitchell is the sole proprietor and trainer / coach / consultant of Quality Bob Consulting, LLC. Bob retired from 3M Company in May 2015 after 35 years of service. Bob retired from 3M as a senior leader in 3M Corporate Quality where he managed 28 Lean Six Sigma Coaches (Technical MBBs and degreed statisticians) and Quality Management professionals. Bob has extensive, diverse experience in quality methods, processes and tools, such as Lean, Six Sigma, ISO, statistics, commercialization, strategic planning and change management. Bob is an active volunteer and member leader of ASQ for 32 years, having served as chair of the ASQ Statistics Division and chair of the Minnesota ASQ Section (ASQ’s largest section). Bob is a Fellow of ASQ and holds professional certifications of CQA, CQE, CMQ/OE. Bob is an original member of ASQ’s “Influential Voices of Quality” bloggers and regularly contributes to the ASQ Roundtable (www.asq.org/blog).
TOPIC: Capturing & Translating VOC for Superior Customer Experience
This presentation discusses several proven traditional tools and approaches to capture the voice of customer used to design superior products and services. More recently, the growth of social media has revealed new opportunities to gather customer experiences. Today’s new product development and commercialization processes must include strategies and tools to manage on-line customer relationships ensuring positive brand image and organizational reputation to consistently deliver superior customer experiences.
LOCATION: Edward Jones Training Facility, 8333 South River Parkway, Tempe, AZ 85284
COST: All meetings are free and open to the public
SURVEY: After the meeting, click here