1. Brownbag University
“Improving Your Business
Through VOC and VSM”
VOC Focus Session
Mike Pircer Dan Walker
MAP Business Solutions, River’s End Consulting
Inc. (248) 770-2554
(248) 379-8344 www.riversendconsulting.co
www.mapbizsolutions.com m
2. Today’s Agenda
• Introductions
• Voice of Customer
– Background and theory
– Observation skills
– The process
– Outcome
– Next steps
• Questions and Answers
• Brown Bag Series
17. Red Dot Reduction and KJ Analysis
This group reduced from 387
down to 29 individual
comments/observations
18. Ways to Connect
Reasons for The Alumni
Getting Involved Community
Community Business Event
Motivation to Involvement
Building Networking Characteristics
Giveback Barriers
Valuable events would
To contribute back to Walsh, An alumni association holds A Walsh grad needs to help
It’s difficult for graduate include information and
the college would have to go a body of memories and another Walsh Grad. That’s
students to get involved . contacts to build a sense of
back to its roots foundation
, builds relationships the connection.
Undergrad is a better fit. community.
and ideals
I liked that Stephanie
I feel compelled to contribute to Walsh An alumni association Everyone expects
With online learning there is
, Bergeron took the time to
because I wrote the college something should hold regular monthly networking to be part of
on a personal level – I got good PR no way to build deep visit the networking event in
from the college for business
meetings events
relationships. Novi.
purposes via a publication /newsletter .
Has liked all events he has
You need a come-to-Jesus
He feels the WCAA could attended but does notice
,
I think the Alumni meeting. Most people don’t
bring new contacts and the that many of the same
association is for fund know you’re trying to do
chance to make sales. people attend the same
raising. something.
events.
Reaching Out with
Alumni Feeling
Lack of Visibility Effective
Disconnected
Communication
Consistent and
Methods of Traditional
Regular Updates
Communication Methods of
on Relevant
2.0 Communication
Insights
He also feels it is important to be part
I was disconnected for10
Once they pass by on of an institution of higher learning . He Email and paper are good ways to In print, I’d like to see a
years then got reconnected wants to be on the cutting edge of communicate with me . Email is easy
graduation day there’s no
, information and feels Walsh to get, paper can be shared easily and longer-term calendar of
to my Alumni association at
further connection. community should provide that to put on the table for reference . upcoming events .
MSU. him .
As a member of the Walsh I can’t recall exactly what
Not involved with other I have NO IDEA what the community, I would like to brought me into WCAA but , Print, email are best ways to
alumni associations all ask
, Alumni Assoc. does hear about cutting edge after I started my business I communicate with me.
for money or I felt no stuff. got Walsh email newsletters .
connection when in school .
He wants to get involved or For me, staying involved in an LinkeIn or Facebook page
institution of higher learning is
at least learn his options but would be a good social I’ll discard more email than
important because I want stimulating
has no idea how to get conversations , banter, politics, cutting networking tool for Walsh to paper mail.
started. edge discussions . use.
19. Questions and Answers
Mike Pircer Dan Walker
MAP Business Solutions, River’s End Consulting
Inc. (248) 770-2554
(248) 379-8344 www.riversendconsulting.co
www.mapbizsolutions.com m
20. Brown Bag Webinar Series
Friday, July 24
(11:30am – 12:15pm)
Linking VOC and VSM
21. Recommended References
Books Websites
• Learning to See, Mike Rother and John • The Lean Enterprise Institute (eVSM
Shook software can be purchased from this
site)
www.lean.org
• Value Stream Management for the Lean
Office, Don Tapping and Tom Shuker
Training:
• Voices into Choices, Gary Burchill and • cpd.engin.umich.edu: University of
Christina Hepner Brodie Michigan Lean Certification Program.
• Synchronous Management, • www.villanovau.com: Villanova
Mokshagundam Srikanth and Michael University Lean Six Sigma Certification
Umble Program
• Throughput Accounting, Thomas
Corbett