Applied to Life: Translating VOC to Superior Customer Experience

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Topics: Innovation, Quality

May 21, 2015 12:30 PM EDT (UTC-4)

Platform: Adobe Connect
Capacity:
Duration: 90 min

3M Company has built a solid reputation around innovation, quality and ethical conduct. Quality today is much more than just designing and delivering exciting, reliable product. “Customer Experience” includes quality at every interaction of the supplier-customer relationship. This presentation will share some of 3M’s best practices around designing and delivering innovative, highly valued solutions and service for consistently superior customer experiences. Best practices such as 3M’s culture of employee engagement, NPI, NTI, Customer-Inspired Innovation, Insights to Innovation, QFD, PPU, Quality Playbook, and the use of social media to drive customer engagement for word of mouth marketing will be introduced.

About the Presenter:

Robert "QualityBob" Mitchell is a Quality Manager with the 3M Construction & Home Improvement Markets Division. He has 34 years experience in 3M with Quality Engineering, Quality Assurance, Quality Control, Process Development, Statistical Consulting. Quality Manager for Corporate Quality & Lean Six Sigma Operations, Quality Manager for Post-it®, Command™, Filtrete™, and ScotchBlue™ brands. His personal interests include Fantasy Football, travel, wine tasting, and skydiving.

Robert is a fellow within ASQ. He has been an active member volunteer for more than 25 years in ASQ, having served two terms as Chair of the ASQ Statistics Division, and Chair of the local MN Section of ASQ. He is currently an Influential Voices of Quality blogger for the ASQ CEO and is also a member of the MN Performance Excellence Network™, and Baldrige Evaluator for the State of MN quality awards.

This webinar qualifies for the following PDUs:

PMP/PgMP CAPM PMI-ACP PMI-SP PMI-RMP PfMP PMI-PBA DASM DASSM DAC DAVSC Ways of Working 1.50 1.50 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 Power Skills 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 Business Acumen 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 Total 1.50 1.50 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00