1. How to Meet the Needs of Tomorrow’s Customers

2. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 2.PPT Quick Reality Check 100% customer satisfaction? Consistent outcomes & service? Staff satisfied? Right price for payers? Ethics & Financials in order? Improvement Yes No

3. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 3.PPT Are You Looking for a Change? Improve Customer Satisfaction Improve Efficiency Improve Process Effectiveness Culture Change TIME

4. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 4.PPT Customer Needs Want it yesterda y Changes mind quickly Want it defect free Slow thankers Experts Impatient

5. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 5.PPT Voice of the Customer Marketing Stakeholders Quality Shareholders Finance Colleagues Distributors End User Who are the customers?

6. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 6.PPT The Opportunity to Improve  Voice of the Customer will drive your future performance  Speed and Quality will still be driving their thinking  Understanding the Voice of the Customers

7. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 7.PPT Exercise 1.How do you meet these fast changing sometimes disloyal customer needs? 2.What is preventing you from meeting their needs?

8. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 8.PPT R&D Tech Service Quality MKTG Supply Chain Finance All driven by functional objectives? What are the priorities? Functional Objectives Function vs. Process

9. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 9.PPT Functional Objectives Process Performance Process Goals What ARE THE REAL priorities Function vs. Process (continued)

10. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 10.PPT Supply Chain Share Holders Customer STRATEGIC PLAN What are employees’ REAL priorities Functional Objectives Process Performance Process Goals Strategic Link

11. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 11.PPT What Keeps You From Meeting the Priorities Excess Cost and meeting stated Customer demands Defects Over- tasking Waitin g Excess Motion Inefficient Processes Poor Process Design Variation

12. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 12.PPT EnablersResults Strategic Plan Quality Systems Training Six Sigma VSM Others… Culture Change Brand Image Targets Achieved Customer Satisfied Staff Satisfied Operational Excellence (and Quality Excellence)

13. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 13.PPT Operational Excellence Today Right Tools, Right Projects, Right Processes Improve speed Achieve breakthrough Drive Dashboard Less Cost Improve Quality Change Culture Sustain Performance Meet the Customer Requirements

14. All Rights Reserved, Juran Institute, Inc. Meeting the Needs of Tomorrow’s Customers 14.PPT An Operational Excellence Structure Replicate Spread, Drive Culture Change Replicate Spread, Drive Culture Change Achieve and Hold Gains Achieve and Hold Gains Scorecard and Data Management System Daily RCCA Design and Implement Solutions Design and Implement Solutions Projects:  Lean VSM  DMAIC  DMADV Projects:  Lean VSM  DMAIC  DMADV Identify & Establish Projects Identify & Establish Projects Deploy Policies and Standardize Work Assess the Current State Assess the Current State Identify Strategic Drivers Identify Strategic Drivers