Customer Value Analysis (CVA) Consulting Services

Our CVA Consultants became involved in Customer Value Analysis when it was initially developed, and they continue to work on advancements aimed at making the methodology more powerful, and easier to implement. When we work with you to align your ongoing survey program with your process-improvement programs, three things happen. Your survey results get the attention of senior managers because they reveal your company’s competitive position, and identify was to improve it. Your company better focuses its limited resources for process improvement and innovation. Improvements that matter most to customers translate over time into increased market share.

How Do We Do It?

Typically, companies already have customer-satisfaction and Six Sigma programs in place, but they are not aligned. The survey program typically samples only the company’s customers, and language of the survey items (or attributes) often makes it difficult to align survey results with process metrics. In addition, is rarely the case that the company’s current survey program is capable of revealing the company’s competitive position, or shedding light on its future financial results. Process (e.g., Critical To Quality) metrics might be defined in technically convenient ways, and they might not include measures of performance that matter most to customers.

The full CVA consulting process consists of 11 steps:

• Discuss goals, current situation, and competition
• Review current surveys, process metrics, and quality
  management system
• Design focus group guides
• Identify the critical attributes
• Help align survey items with process metrics
• Design sampling plans
• Specify requirements for survey instruments and data collection
• Assist with survey-vendor selection
• Analyze survey results
• Help select improvement and innovation projects
• Build predictive models

We typically begin with an assessment project that includes the first two steps. The aim is to improve and build upon what your company is doing to the extent possible. We then propose a project that spans from the design or redesign of your survey program through the first analysis of survey results, steps 3 through 9. Our proposal might include our Voice of the Customer consulting services if your survey items or process metrics are in need of major redesign. After your CVA program is up and running, we can provide ongoing analytical and consultative support, steps 9 through 11.

Summary

If your company is looking to increase market share, Customer Value Analysis is the methodology of choice, and STAT-A-MATRIX is the firm to engage. We can help you know your competitive position, and identify was to improve it. Our Process Management consulting services will help you to realize, sustain, and enhance the improvements needed for profitable growth. Contact us to begin a conversation about your goals, and how we can help you achieve them.