Using Customer Perceptions
Aligning internal process measures with customer requirements
John HughesThe Artemis Group andEngracia PrezPradaThe Artemis Group
NEED
A telecommunications company in the United States had to improve service: performance was worse than their competitors and competition was increasing. Executives and operations managers needed to incorporate the 'voice of the customer' into their strategic decisions and operational guidelines so they could:
- prioritize customer needs and areas for improvement;
- set service delivery goals for internal measures based on customer requirements;
- decide if the costs...