Aligning Strategy with the V O C (morning)

with Patricia Morrill
Saturday Mar 9, 2019

Understanding what your customers need and want must be the foundation of any strategic planning efforts. Many times strategies are much like a wish list and have no connection to how the organization is truly performing for their customers. This does not set leadership up for successfully meeting strategic goals.

This course provides you with processes and tools to gather customer input and integrate that valuable information into strategic planning and a continuous improvement framework. Participants will learn how adapting to changes in customer requirements will not only build strong relationships, but will reduce business risk.

Learning Objectives:

  1. Describe how voice of the customer influences successful strategic planning.
  2. Identify team benefits of direct involvement in gathering customer input.
  3. Recognize the business risk of making assumptions of what customers need.