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Driving Interaction Between Customer Support and Product Development

This workshop was part of the AFSMI, SSPA, and TPSA  Fall 2008 conference, Winning Service Strategies in a Shifting Global Economy Conference at the Mirage Resort in Las Vegas, Nevada, October 20-22, 2008. This pre-conference workshop took place Monday, October 20 from 8 am to 2 pm.  

Workshop Description

The focus of most process re-engineering is to revamp current process for greater efficiencies.  An overlooked aspect of re-engineering is to leverage current operational processes for greater effectiveness.  

The customer support organization is the center of much knowledge in a corporation, including knowledge it collects from customers about their product experiences.  Yet this knowledge frequently is not shared with the product development group.  Companies that have engineered linkages between Customer Support and Product Development have achieved higher quality products and lower support requirements, providing a competitive advantage on Total Cost of Ownership.  

This workshop will illustrate the benefits of developing these feedback loops, reviewing the results of in-depth research and work with companies on customer support’s strategic role as a feedback agent for quality improvement.  Three facets will be addressed.  First, current industry practice will be chronicled through company examples.  Second, the positive operational and financial impact of more robust feedback roles will be demonstrated.  Third, the factors that foster these feedback roles will be described, including metrics to drive the interaction.  Attendees will come away armed with concrete ideas for tapping this important source of information.  

Please consider our research report, Problem Prevention Through Design for Supportability, for which we will provide you a complimentary copy of the first chapter.   Please complete the request form to get the first chapter.

We also occassionally write articles for our website on DFS.  Please follow the link to our Site Map for DFS articles.  
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