Improving Through the Voice of the Customer: a recording of our webinar

Improving Through the Voice of the Customer: a recording of our webinar

Do you collect Voice of the Customer (VoC) feedback? And do you apply that Voice of the Customer data to improve your customer experience? Companies that improve their processes through the Voice of the Customer insights they gain retain 55% more of their client base, according to a recent survey. 

In this 45 minute webinar, Damion explains how improving through the Voice of the Customer gives you the competitive edge. 

Acting on the Opportunities and Improving Through the Voice of the Customer

Attracting and retaining customers is key to thriving in today’s competitive environment – and this means that we need to tune in to the voice of our customers to recognise and act upon the opportunities for improvement.

Damion Albinson spoke about this business imperative: Improving Through the Voice of the Customer, covering:

• Listening to the Voice of the Customer
• Leveraging the Voice of the Customer for competitive advantage
• Recognising the opportunities for improvement

Questions about Improving Through the Voice of the Customer?

You can reach the Team at team@pmi.co.uk. Next time, why not ask your questions in real-time and join our next PMI Friday Webinar LIVE. You can register for our upcoming webinars:

Agile Improvement
- Myth or Magic?



Free Webinar
26 Nov 15:00 UK TIME
  • Join Sean Buckland as he busts the myths and explores the magic of Agile improvement, covering:
  • Does Agile project management apply to process improvement projects too?
  • Is Agile project management just PDSA in a fancy costume?
  • What magic tricks does Agile help us pull off in improvement projects?
this week

PDSA your Work, your Project, your Programme



Free Webinar
03 DEC 15:00 UK TIME
  • Join Des Kelly as he speaks about how to get the most out of this essential approach to the cycle of continual learning and improvement, covering:
  • The method
  • The thinking
  • The application


Why Toyota Consultants Struggle to Implement Change Outside Toyota


Free Webinar
10 DEC 15:00 UK TIME
  • Join Sean Buckland as he explores the challenges of implementing Lean, covering:
  • Lean in a Lean culture vs Lean in a standard management culture
  • Some of the key breaks and barriers unwittingly placed on Lean efforts
  • An intro into evaluating your culture through its values, and using this to help lever cultural change

More resources that might interest you

In this blog, Dennis Crommentuijn Marsh writes about achieving customer satisfaction by identifying and measuring the processes that are designed to meet their requirements.

Link Measures to the Voice of Your Customer.  Click here to read.

Construct a Work Balance Chart to investigate sources of overburden in a process and balance resources with customer demand.

Our Improvement Toolbox – Work Balance Chart. Click here to view.

Marie-Clare Pedersen speaks about how understanding your customer and stakeholder requirements can help you build a resilient organisation.

Customer and Stakeholder Requirements Webinar recording.  Click here to watch.

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Prioritisation – Working on the Vital Few : a recording of our webinar

Prioritisation - Working on the Vital Few : a recording of our webinar

The past 15 months have given us a crash course in the challenges of managing unexpected change.  To maintain momentum, clear priorities are required.

“Of all the things that can boost emotions, motivation, and perceptions during a workday, the single most important is making progress in meaningful work.”        – Teresa Amabile, Harvard Professor

From the Senior Leadership Team’s organisational goals to your personal daily ‘to-do list’, understanding what is essential is key.  We won’t always complete everything every day, but if we know the priorities, then those will get done.

If you missed our webinar ‘Prioritisation: Working on the Vital Few’, you can now watch the recording.  Warren Knight spoke about working on the vital few, covering establishing goals, prioritisation and communicating the priorities.

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Make a Difference Now: a recording of our webinar

Make A Difference Now - 5 things you can do in the next 30 days to transform your results: a recording of our webinar

When we’re in our day-to-day work, it’s very easy to become bogged down, side-tracked, pushed off-course.  The high hopes you had for the year can sometimes seem ever further away.  Meetings, reports, problems, deadlines, all come at us from every angle, and our performance improvement goals can become merely dreams.

It doesn’t have to be like this.

If you missed our webinar ‘Make A Difference Now’: 5 things you can do in 30 days to transform your results’, you can now watch the recording.  Rich Seddon shared practical ways for you to get back on track and transform those improvement goals into results, including:

    • Re-evaluating what you are trying to accomplish
    • Making space for improvement
    • Understanding your current performance
    • Eliminating the things that get in the way.

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Gemba Walks – Going To See In A Virtual World: a recording of our webinar

Gemba Walks – Going To See In A Virtual World: a recording of our webinar

In an increasingly virtual world, there is still a critical need to understand how the real work works.  So how do you do a Gemba observation when you are not physically in the same location?

If you missed our webinar ‘Gemba Walks: Going To See in a Virtual World’, you can now watch the recording.  Dennis Crommentuijn-Marsh spoke about how to adapt the Gemba Walk process to the virtual environment, and how to get the most from your virtual Gemba Walks, covering: 

• Adopting the right behaviours for building trust and engagement 
• Focusing on the important areas 
• Leveraging the technology for virtual observations 
• Reaping the rewards

Stop, Start, Continue: Improvement Post Covid? A recording of our webinar

Stop, Start, Continue: Improvement Post-Covid? A recording of our webinar

With vaccines rolling out, we’re now entering a new phase of the pandemic.  So what will you stop, start or continue in the new different?

At the start of the pandemic global supply chains were interrupted, the way we interact shifted online, and remote work became the norm in a way no one could have predicted – a recent Gartner survey stated 74% of companies plan to permanently shift to more remote working.

A lot will be different.  We all need to identify how to continue to improve our businesses to provide what our customers need.  It’s an opportunity to reimagine, to speed up the adoption of emerging trends AND permanently capture productivity improvements. 

In this week’s PMI Friday Webinar, Des Kelly spoke about what you need to think about to deliver sustainable improvement, covering developing new priorities, understanding productivity, business ethics, and emerging trends.

Brace For Impact! A recording of our webinar

Brace For Impact! A recording of our webinar

At the start of any journey, knowing where you are going is key.  Being focused saves time and frustration, and reaching your planned destination gives you the confidence to go on another trip.

Improvement initiatives are just the same: if you don’t know what it is that you want to accomplish when you embark on an improvement journey, how do you know whether the change has been effective?  And if you can’t demonstrate your impact, why would you want to undertake another?

This is where knowing how to measure your impact comes in.

If you missed our webinar ‘Brace for Impact!’, you can now watch the recording.  Warren Knight spoke about what constitutes impact, collecting evidence, outputs versus outcomes and identifying and aligning impact.

Getting to Grips with FMEA: a recording of our webinar

Getting to grips with FMEA : a recording of our webinar

“Standing still is the fastest way of moving backwards in a rapidly changing world” – Lauren Bacall

We live in a rapidly changing world and face huge competition.  Statistics describe the rate of change in exponential terms, and reports suggest the amount and pace of competition will accelerate 4x in the next 20 years. 

We are under pressure to innovate and evolve and to do this rapidly, but the speed of change that is required increases our risk.

If you missed our webinar on ‘Getting to Grips with FMEA’, you can now watch the recording.  Damion Albinson showed how using Failure Mode Effect Analysis (FMEA) to learn about your products or services can help you mitigate these risks, including identifying what might fail, the effects of the failure, and the likelihood of the failure.

Developing Your Eye For Innovation: a recording of our webinar

Developing Your Eye For Innovation: a recording of our webinar

Improvement and innovation are both critical to the future success of any business. Prior to embarking on any project, it’s essential that you know which you’re intending to accomplish.

The approach you use for each will be different, so it’s important that you can develop your eye to identify a requirement for innovation, and ensure you use the correct resources to achieve the goal.

If you missed our webinar on ‘Developing Your Eye For Innovation’, you can now watch the recording. Sean Buckland spoke about how innovation differs from improvement, deciding if you need to innovate, and a tool to help you set out on the best innovation journey.

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Big Data To Power Improvement: a recording of our webinar

Big Data To Power Improvement: a recording of our webinar

Big Data; often discussed, rarely comprehended.  Yet it offers huge opportunities for improvement.  It’s time to bust some of the myths and gain insight to help to make your products and services more efficient, more relevant, and more adaptable.

If you missed our webinar on ‘Big Data To Power Improvement’, you can now watch the recording.  Rich Seddon took the topic of Big Data and simplified it. Focusing on practical ways to uncover and enhance opportunities for business improvement, he discussed what we mean by ‘big data’, making predictions, using data for more informed decision making, and gaining customer insight.

Data Collection Techniques: a recording of our webinar

Data Collection Techniques: a recording of our webinar

“In God we trust, all others bring data” – Dr W. Edwards Deming

Data is everywhere – it’s created in some form or another in almost everything we do, however, collecting data in ways that enable you to harness its power is another matter altogether.  Once you have collected data, it needs transforming into insights to enable you to drive improvement.

If you missed our webinar on ‘Data Collection Techniques’, you can now watch the recording.  Marie-Clare Pedersen spoke about methods for effective data collection, what to watch out for, and transforming data into insights.