Customer Value Added (CVA) helps organizations sustain competitive advantage by strategically creating and maintaining customer value. Our approach relies upon the organization’s experts—its customers to define and prioritize their needs and its associates to translate those needs into the products, services and processes that customers value.
CVA also recognizes that potential initiatives are not always successful initiatives. Consequently, the first step is to work with clients to develop a Plan for Success to manage organizational, cultural, and even political landmines that often derail even the best initiatives. To accomplish this, CVA utilizes system thinking and six sigma tools.
Our approach’s foundation is the Voice of the Customer—existing and potential customers’ prioritized needs, wants and expectations related to products, service, prices, and company image. While the VOC can be developed in a number of ways, it is critical that associates and leaders who can affect or be affected by the process trust the information and process. We build trust by engaging key personnel in the VOC process.
CVA continues to build trust as it works with the organization’s associates to translate customers’ needs into internal performance metrics and potential improvement initiatives. Often a process known as Quality Function Deployment (QFD), a DFSS tool, is employed to accomplish this. The results are concepts that have high potential to add customer value along with their benchmark metrics.
If you would like to learn how CVA could help your company strategically add customer value to sustain its competitive edge, you can read more about Our Process or write us at info@cvadded.com.