How do you satisfy customers during issue resolution?
You satisfy annoyed customers with the Visual 8D™ / Visual CAPA™.
Negative customer experiences can destroy your business! Have you been faced with any angry customers this year? If so, read on.
THE PAIN: I recall thinking during one particular unresolved quality issue: “Not again! 10AM, time to get screamed at by the customer.” My team's daily update calls were a total disaster.
THE CAUSE: Our team was just reacting to random customer questions. Meeting agendas were unclear. The customer didn't understand our action plan. The customer began driving the action, not us. We'd lost control of the issue response!
THE VISION: If only we had been able to take charge, showing curated agendas, communicating not just action lists but visual diagrams to clarify our plans and demonstrate the evidence of our progress. We needed a better way!
THE SOLUTION: CAEDENCE's Visual 8D™ / Visual CAPA™ enhanced problem-solving toolkit was the answer. It integrated seamlessly with our existing problem-solving approach and systems. The customer loved it! Without any extra effort, my team was instantly creating work products the customer could understand and an update storyline they could have confidence in.
It's not your customer's bad attitude, it's how you're communicating your approach to issue resolution.
Networking and communication build and sustain the relationships that make business work. Avoid these bad habits immediately or people will dislike you immediately.
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I explained the goal in designing any component. Overly tight specifications would make it harder to find suppliers and would drive up costs. The engineer's entire approach changed.
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B2B customer relationships are not a breeze. We’ve navigated hundreds of challenging accounts and distilled five secrets that consistently turn friction into forward progress.
Ever notice how a quick fix from the top can feel like a shortcut, but it ends up stunting your team’s growth? When managers rush to answers, they inadvertently affect team development.
Over the years we’ve been exposed to Six Sigma, Juran, Deming PDCA, 8D, Dale Carnegie, A3, Shainin, and more. Each technique works pretty well, and has been demonstrated many times in a wide variety of industries and circumstances. At the core they are all essentially the same!
Each approach relies on an underlying logical flow that goes like this: [a] make sure the problem is clearly defined; [b] be open to all sources of information; [c] vet the information for relevance and accuracy; [d] use the process of elimination to narrow down all possible causes to the most likely few; [e] prove which of the suspects is really the cause of the issue; [f] generate a number of potential solutions; [g] evaluate the effectiveness, feasibility and risk of the potential solutions; [h] implement the winning solution(s); and [i] take steps to make sure your solution(s) don’t unravel in the future.
The differences between the paradigms resides in supplementary steps and toolkits. For example, 8D contains the important “In
Your team is marching through the tools of your company's chosen problem-solving approach. This is time not spent on growing your business or delivering cost reductions. Yet your customers are suffering, and they're not shy about letting you know it! Why isn't it working?
