Voice of the Customer Part 5: Creating Meaningful Customer Experiences

In this final look at the Voice of the Customer, we’ll look at what you can do for your customer after you collect and organize all the information about their stated, implied, and silent needs.  

While VoC can be useful for uncovering customer preferences regarding pricing or product features, the goal of a truly insightful VoC process is to discover what constitutes a meaningful customer experience. Customer experience is built on the premise that while customers are often rational decision makers, they are also emotional and value experiences that are pleasurable, beneficial, and educational. Furthermore, they value experiences that allow them to co-create those values through their interaction with brands and companies. (Hwang and Seo, 2016)  

Total Customer Experience (TCE) describes the end-to-end process that encompasses the social, physical, and emotional realities of the customer as they move from the initial stages of awareness to the post-transactional “nurture” stage. (Hwang and Seo, 2016) With the democratization of technology contributing … Read more...

The Voice of the Customer—Part 4: Turning Silence into Golden Opportunities

Silent needs are those that the customer cannot always express or imply, perhaps because they are not even aware of them. While customers can’t articulate them, researchers still need to uncover them, as they can mean the difference between success and failure over the full lifecycle of the product or service. In this blog, we’ll look at a few approaches that can be used to articulate and uncover the silent Voice of the Customer requirements.  

Voice of the Customer Table (VoCT) 

The premise of the Voice of the Customer Table (VoCT) is that while customers can articulate what they want, those wants don’t always represent what they really need. For example, if the customer says “the brakes on this car are terrible,” this could be restated as “I need to reduce the vehicle’s momentum easily at any time.” An example using this scenario is presented in Table 1. Organizations can use the VoCT to discover and respond to the customer’s … Read more...

Use Software to Meet Your ISO 9001:2015 Requirements

ISO 9001 is the most popular certification standard in the world. It outlines a framework for improving quality and a vocabulary of understanding for any organization looking to provide products and services that consistently meet the requirements and expectations of customers and other relevant parties in the most efficient manner possible. First published in 1987, the latest iteration, ISO 9001:2015, incorporates risk-based thinking, increased responsibilities for leadership, and a high-level structure that allows for easier certification of integrated management systems that include other standards like ISO 45001:2018 and ISO 14001:2015. 

ISO 9001:2015 can help organizations in many industries improve their processes, enhance customer satisfaction, and improve business results. In some industries, such as automotive, health sciences, and construction, certification is considered essential, if not mandatory, to compete effectively in the marketplace and to meet applicable statutory and regulatory requirements. In other areas, such as education, organizations have taken innovative approaches to using the guidance of ISO … Read more...

EHSQ, Enthusiasm and Engagement: Impressions from the Intelex 2019 Middle East Customer Forum

The 2019 Middle East Customer Forum offered Intelex’s customers and partners in the region the opportunity to share their passion for EHSQ, impressing their hosts with their enthusiasm and innovative ideas.

One thing was very clear at Intelex’s 2019 Middle East Customer Forum held recently in Dubai: Intelex customers are focused on achieving and maintaining EHSQ excellence. Here are some takeaways from the forum and those in attendance…

“Health and safety is taken quite seriously by companies in the region from the top down; executive management in the Middle East considers the health and safety of its workers as a high priority,” said Roula Vrsic, Senior VP of Marketing at Intelex.

Vrsic also noted that a poll of attendees at the forum found that two-thirds of EHS professionals in attendance are directly involved in digital transformation strategies at their organizations. “That is significantly different than other regions in the … Read more...

Intelex 2019 Middle East Customer Forum: The Future Is Now

EHSQ leaders in the Middle East and Intelex innovators and partners met in Dubai to share best practices and opportunities for growth and innovation in 2020 and beyond.

Dubai is a melting pot; millions of people from different cultures, coming together to support a glowing city that has risen out of the desert like a phoenix. Everywhere you look, the city/state is expanding, from the world’s tallest building – the towering, twinkling Burj Khalifa, reaching 2,722 ft into the air – to the suburbs that are stretching out around the city to accommodate workers and their families who have come to Dubai to support the city’s main drivers: construction, energy and tourism.

Neil Berry, SVP and GM of Intelex’s UK office, welcomed over 100 attendees to the 2019 Middle East Customer Forum, telling them, “The future is continuous innovation.”

Berry quoted His Highness Sheikh Mohammed bin Rashid Al Maktoum, the vice … Read more...

Faster, Smarter, Accurate EHS Compliance Arrives with ehsAI and Intelex

Let’s explore how a collection of smart tools, algorithms and the most advanced EHSQ platform in the world combine to solve important problems in an epically reduced timeframe

If you have attended or followed topics presented at analyst or industry forums, in or adjacent to, EHS over the last few years, you’ll know that both the analysts and vendor community have invested much time in framing how digital transformation drives the ‘4’ in 4.0. There’s a 4.0 for everything at the moment and Intelex is committed to strategies and is executing on actions that deliver results in an EHSQ 4.0 world.

We have seen presentation after webinar after presentation about the EHS trends we all should pay attention to. Of these trends, the Industrial Internet of Things (IIoT) and Artificial Intelligence (AI) probably are the two most exciting and pervasive. They also are described as perhaps the most challenging, hence … Read more...

Are Workers Losing Lives and Limbs to Satisfy Production Goals?

In an article written by Issac Arnsdorf and co-published with the Atlanta Journal-Constitution, ProPublica highlights the conflict between worker safety and health and production goals at chicken processing plants

At first glance, Fieldale Farms, a chicken processing facility in Gainesville, Georgia, appears to be focused on safety. A big sign outside of the facility promotes the slogan “Think Safe, Work Safe.”

Approximately 1,900 workers are employed by Fieldale Farms, and according to public records obtained by ProPublica, workers there probably have a higher than average chance of losing fingers and even their lives as a result of their work for Fieldale Farms.

In 2009, OSHA cited Fieldale Farms with 22 alleged safety and health violations and proposed fines of $73,275. The violations included two repeat violations – for failure to provide standard guardrails for open-sided platforms and using flexible cords and cables as a substitute for fixed wiring; 18 … Read more...

Change Your Culture by Making Employees a Part of Safety Strategy

New webinar explains why employees support proposals and programs they help to create and offers guidance on achieving employee buy-in for your safety management initiatives.

For excellence in any operational category to be recognized, it is imperative employees make decisions and behave in alignment with the intended strategic direction. Strategy is a framework of choices an organization makes to determine how to capture and deliver sustainable value. How value focused are your efforts, and do the customers of your safety strategy agree with this? 

In a new September 25 EHS Today-hosted webinar, sponsored by Intelex, Terry Mathis, the founder and CEO of ProAct Safety, an international safety and performance excellence firm, explain why safety is not a standalone strategy within a business; it must be an integral part of the overall operational plan. The webinar is scheduled for 2 pm on Sept. 25, and registration is open now.

Mathis … Read more...

EHS Management Lags in Digital Transformation Involvement

By Patricia Panchak
Here’s why you need to get on board, along with some tips for doing so.

As industrial organizations race to deploy the latest digital technology innovations, to achieve “Industrial Transformation (IX),” recent research suggests that EHS functional leaders are among the least likely to be involved. Compared with their counterparts in 18 functional areas, EHS management placed 15th, according to the LNS Research report, “Futureproof EHS Management,” which found:

“Among IX leaders (the 28% of companies that say IX is “working”), only 21% of companies have participation from the EHS business leader. Among IX followers (the other 72% of companies that have not yet achieved results), only 13% have EHS business leader participation. However, among all manufacturers (e.g., not just leaders and followers), fewer than 14% of companies report that EHS is included in the focus of Big Data analytics or IIoT initiatives. That’s shockingly low, considering … Read more...

How ISO 45001:2018 Ensures Continuous Improvement in Your EHS Management System

ISO 45001:2018 is the international standard for occupational health and safety management systems. It was created to provide guidance in eliminating the thousands of work-related injuries, illnesses, and fatalities that happen every day around the world. For industries in which workers are engaged in activities that carry the risk of injury or death, ISO 45001:2018 is one of the most important certification standards an organization can achieve. In 2018, ISO 45001 was updated to reflect the high-level structure (HLS) defined in Annex SL to bring it into line with other standards for management systems such as ISO 9001:2015 for quality management systems and ISO 14001:2015 for environmental management systems. This alignment makes it easier for organizations to certify to multiple standards to meet the requirements for their different management systems. 

Yet without adequate support and engagement from the entire workforce, including leadership, your management system can’t grow and improve to provide the value your business needs. … Read more...