Education

Understanding the Voice of the Customer in Education

by

Voice of the CustomerA critical component of Lean Six Sigma is understanding the Voice of the Customer. This concept is essential to identifying activities that are value-added and non-value added or wasteful.

In education it may be agreed that the student is the customer as they are the recipients of the outcomes of the institution. Some disagree with this concept thinking that we are unable to satisfy the customer. At one of my presentations someone in the audience indicated that satisfying the customer in education “the student” means giving them all “As” and that was impossible. Of course this is not correct – this is not what customer satisfaction is about.

Norma Simons, President of Performance Innovation LLC and AEC Solution Partner

Norma Simons, President of Performance Innovation LLC and AEC Solution Partner

In the education space the concept of the “Voice of the Customer” has a different meaning than it does in the broad world of consumerism. We tend to think that customer satisfaction rests only on the fact that there is a financial exchange between the customer and the person delivering the goods and that the customer finds value in the purchase.

We need to satisfy the needs of the customer – the student, but what does that mean? It means we need to deliver what is considered as a quality education -one that is delivered so that the student is functional in the wider society. If individuals are able to graduate but cannot either get a job or function at their required capacity, then regardless of what was learned and the grades earned then a quality education was not delivered.

Customer satisfaction therefore is not a passive interaction. For the student to be satisfied, it requires the student to collaborate with the instructor and several different individuals within the institution. The student’s success requires a partnership with the institution which should be promoted and nurtured.

Understanding the Voice of the Customer is a process, a mind-set, a shift in thinking, a culture that needs to be embraced by the entire institution.

Apart from the student, there are several customers who are vested in the education outcome:

  • The parents of the students who might bare some financial responsibility regarding payment of fees and physical and emotional support of the student
  • The loan institutions who might provide assistance to the students
  • All the areas of the institution (business office, book store, advisors, job placement office and other areas) which support or interact with the students directly or indirectly
  • The potential employers who expect a certain level of performance of the students after graduation
  • The institution itself who expects that the performance of students and their ability to be received in the wider society will build the reputation for the school

Well this is my opinion.

To read more on this topic, see the New York Times January 3, 2010 article below:

http://roomfordebate.blogs.nytimes.com/2010/01/03/are-they-students-or-customers/#edward

In this article “Are They Students or Customers” five professors from different business schools weigh in on the debate.

“Students are investing time and money with a purpose in mind. The school that does not serve that purpose will not survive.” Stephen Joel Trachtenberg is president emeritus and professor of public services at the George Washington University.

This blog is dedicated to the team at Alber Enterprise Center of The Ohio State University.

Norma Simons is a Lean Six Sigma Master Black Belt, president of Performance Innovation LLC, and an AEC Solution Partner.  Norma heads a team of qualified professionals in the areas of Lean and Six Sigma.  Her success is attributed to her unique integration of performance improvement systems such as Lean, Six Sigma, Design for Six Sigma, quality management systems, business operating systems, and balanced scorecards that have enabled the effective execution of organizational strategy and, ultimately, bottom-line results.

 

Begin Your Green Belt Journey Today: Lean Six Sigma Registration

by
Lean Six Sigma Green Belt Program

The Ohio State University’s Alber Enterprise Center Lean Six Sigma Green Belt Program

Lean Six Sigma (LSS) is a methodology and way of thinking that enhances the performance of an organization.  It first was applied in the manufacturing industry but now it is being utilized in healthcare, government, education and several institutions.  LSS provides a template to simultaneously reduce waste, improve the quality of products and services, improve customer satisfaction and increase profitability.  Lean Six Sigma certification requires participants to not only learn the concepts but to demonstrate understanding of concepts through application in simulation projects.

Norma Simons, President of Performance Innovation LLC and AEC Solution Partner

Norma Simons, President of Performance Innovation LLC and AEC Solution Partner

What is a Blended Approach?

This approach combines the traditional classroom style with online self-paced learning using technology.  The extent to which this approach is used will vary depending on the type of technology, the organization, and the material that needs to be covered.  Because Blended Learning combines several different learning styles, it allows participants to work at their own pace and at their own convenience. Class time is then designed for discussing applications of concepts to the work environment and clarifying areas that might not have been clear.

What are the Benefits of a Blended Approach?

  • 24/7 online learning access.  Prior to class, participants learn the core material.  After class they are able to use the information as job aids.
  • Consistent training delivery.  The material as presented ensures that everyone receives the same message which ultimately ensures alignment of company processes.
  • More effective use of classroom time.  With participants at the same level, classroom time focuses more on knowledge application, discussions and hands-on simulations or application to company projects.
  • High retention & better mentoring.  Retention increases when users are able to control their own pace and can review material outside of the class, leaving class time for coaching.
  • Increased access to knowledge, overtime.  The online job aids provides the means to reinforce the learning process at the completion of the program.

What are the components of Blended Learning?

Flip through the “Lean Six Sigma” SlideShare to get a few ideas on the components of blended learning.  The slides also outline the requirements for our certification program.

Now that you have been introduced to the components of the blended learning program for LSS Green Belt, sign up for our next course by September 4, 2015.  For registration details about our Lean Six Sigma Green Belt Program, visit:  http://go.osu.edu/green-belt-registration or call 740-725-6325.

Norma Simons is Lean Six Sigma Master Black Belt, president of Performance Innovation LLC, and an AEC Solution Partner.  Norma heads a team of qualified professionals in the areas of Lean and Six Sigma. Her success is attributed to her unique integration of performance improvement systems such as Lean, Six Sigma, Design for Six Sigma, quality management systems, business operating systems, and balanced scorecards that have enabled the effective execution of organizational strategy and, ultimately, bottom-line results.

 

 

Register Now for Lean Six Sigma Executive Belt Training–Deadline: Jan. 8, 2015

by
Norma Simons, President of Performance Innovation LLC and AEC Solution Partner

Norma Simons, President of Performance Innovation LLC and AEC Solution Partner

Executive BeltLean Six Sigma (LSS) is a methodology and way of thinking that enhances the performance of an organization.  It first was applied in the manufacturing industry but now it is being applied in healthcare, government, education and several institutions.  LSS provides a template to simultaneously reduce waste, improve the quality of products and services, improve customer satisfaction and increase profitability.

In order to transform the enterprise and leadership as well as develop and sustain a culture to support the news changes, the leaders need to have a basic understanding of the concepts of Lean Six Sigma.  This program is therefore designed for executives, leaders and managers who will lead or deploy the LSS initiative.

The Lean Six Sigma program is offered using a blended approach to learning.

What is a Blended Approach? 

This approach combines the traditional classroom style with online self-paced learning, using technology.  The extent to which this approach is used will vary depending on the type of technology, the organization, and the material that needs to be covered. Because Blended Learning combines several different learning styles, it allows participants to work at their own pace and at their own convenience.  Class time is then designed for discussing applications of concepts to the work environment and clarifying areas that might not have been clear.

LSS Executive Belt Banner

Components of LSS Executive Belt

  • Access to E-learning modules 24/7– Each week participants will be required to cover the assigned material prior to the live webinars.
  • On-line student guides– There are guides that can be downloaded with each video that allows participants to retain their own reference material.
  • Live weekly webinars with the instructor– Handouts that support the weekly webinars will be sent ahead of time to the participants.
  • On-line discussion sessions– Weekly webinars will allow for online discussions pertaining to the application of LSS in each facility.
  • Access to the instructor when needed– Participants will be able to gain access to the instructor at specified times to discuss or clarify issues that might not be clear in applying LSS.

Lean Six Sigma is a comprehensive systems improvement program that assists organizations in executing their strategy and establishing processes that better serves the customers.  Executives will have the opportunity to gain understanding of the concepts and discuss some of the barriers that might occur while applying these ideas in their respective organizations.  They will be able to learn on their own, learn from the instructor as well as from other class participants.

The Lean Six Sigma Executive Belt Blended Learning Program is sponsored by The Ohio State University Alber Enterprise Center and Performance Innovation LLC.

To find out more about the program, visit osutrainingtoyou.com and SIGN UP NOW. For Special Offers and Group Discounts, please contact Annette Shuster at shuster.18@osu.edu. Deadline:  January 8, 2015.