Use Voice of Customer to Enhance Performance Measurement



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Choosing the correct performance measures can be a difficult task. One way to ensure appropriate measure selection is to gather input from different sources. Best-practice organizations from APQC's Using Metrics that Drive Bottom Line Value Best Practices Study use input from their external stakeholders (i.e., voice of customer) to identify and validate measures. Best-practice organizations Delta Dental of Kansas and DM Petroleum shared how they specifically use voice of customer.

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