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What is Voice of Customers? Every business in any type of industry has its own targeted customer and audience. Voice of the Customer is how company take note and listen to customer’s feedback or testimonial about their brand, product or services. Voice of Customer (VOC) is also customer’s voicing out their opinion, expectations, preferences of…
What is Root Cause Analysis? Root Cause Analysis (RCA) is a systematic way of identifying the root cause of an issue as part of the problem-solving methodology. Root causes are principal underlying causes that result in a particular problem or issue. In their earnest quest to solve problems, many organizations resort to identify symptoms and…
After listening to my explanation on DOE, my colleague looked quite puzzled. He asked, “If we are focusing on improving CX, would not common sense dictate that the High Level factor e.g. the proactive approach should be part of any combination of levels that could result in higher CX? Do we even need to conduct…
Y=f(X) is a function which describes the relationship between the input variable, X and the output variable, Y. Since Y is expressed as a function X, Y is therefore dependent on X. For this reason, Y is also known as the dependent variable while X is known as the independent variable. In process…
About Design of Experiments (DOE) As its name suggests, Design of Experiments (DOE) is a systematic method which requires the conduct of experiments to study how the changes in input variables or factors (commonly denoted as X) affects the output variable or response (commonly denoted as Y). DOE is useful in differentiating between…
‘Oh, no! It is going to be a tough year for us’, or ‘how are we going to survive being jobless after we graduated?‘ these are the words we might hear now especially from the fresh graduates and retrenched workers. Who would have thought that we will be spending almost half of the year stranded…
On the 11th, 12th, and 13th of August 2020 and 1st, 2nd, 3rd of September 2020, I attended the Green Belt Public Training organized by MBizM Group Sdn Bhd, which was held at the Best Western Hotel Petaling Jaya for the first session and Hilton Hotel, Petaling Jaya for the second session. The participants consist…
Lean Six Sigma Certification, Is It Worth It? Are you familiar with the word Lean Six Sigma? Have you ever encountered any process that requires a Lean Six Sigma methodology? Lean is a method to eliminate waste, whereas Six Sigma is focusing more on reducing process variations or problems in a process. Lean Six Sigma…
PROCESS EXCELLENCE PROGRAMME (Government Agency) SUMMARY On the 10th, 11th and 13th of February 2020, as interns of MBizM Group, we were assigned to attend a process improvement simulation organized by MBizM Group which was held at a government agency. The participants consist of 27 to 30 staff members from various divisions throughout the three…
At the end of 2019, the world was shaken by the news of a novel threat in the name of “Coronavirus”, abbreviated as Covid-19. Epicentered at China, the disease began spreading rapidly throughout the world and the number of infected people increasing exponentially day by day, the World Health Organization (WHO) declared it as a…