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Voice of the Customer Benchmarking Association™ is an association
of companies that conduct benchmarking studies to identify the practices that improve the companies ability to identify their customers'
needs and requirements.
Voice of the Customer
The "Voice of the Customer" can be obtained in many
ways:
surveys, customer request, direct
discussion or interviews,
warranty data, focus groups, observation, field reports, etc.
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Other Customer Satisfaction/Service Sites:
VOCBA™ Scope
and Objectives
- To identify "Best in Class" business
processes, which, when implemented, will lead member companies
to exceptional performance as perceived
by their customers.
- To conduct
process benchmarking studies.
- To create
a cooperative environment where full understanding of the performance
and enablers of "best in class" business processes
can be obtained and shared at reasonable cost.
- To use
the efficiency of the consortium to obtain process performance
data and related best practices from companies.
- To support
the use of benchmarking to facilitate process improvement and
the achievement of total quality.
VOCBA™ Membership
Requirements
The scope
of VOCBA™ membership includes individual employees who work
for corporations.
- Company
membership will be considered with respect to compliance with
VOCBA™ mission, goals and operating guidelines, as well
as, qualification of the organization within the scope of membership.
- Participation
in specific efforts will be optional and open only to members
with costs shared by the participants.
- Companies
in the consulting industry and others likely to resell the data
are not considered for membership.
Benefits
of Membership
Studies:
VOCBA™ will
identify and present to members opportunities to participate
in Benchmarking studies on various topics addressing issues of
importance
in the area of customer satisfaction.
There are two
types of Benchmarking studies provided:
- Consortium
studies are offered to the membership as a whole with costs divided.
- Single company
sponsored studies addressing the interest of one member company
can be offered to other selected members for no fee.
The association
will also support benchmarking efforts:
- Research
- Access public and private databases.
- Identify
study participants - Top companies from various industry.
- Collect
data - Manage response collection with the participants as a third
party.
- Lead site
visits - Structured with best participants.
Roundtables:
Interest group roundtables can be organized throughout the year.
Members will pay a nominal fee to join real and virtual roundtable
discussions that address specific processes.
Cost:
Currently, membership in VOCBA™ is at no cost!
Costs of studies are shared by the participants.
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Current Benchmarking Initiatives
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Click topic for more info
Contact Us
281-440-5044 or
click here for email
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