BTOES Insights Official
September 16, 2019

BTOES - SPEAKER SPOTLIGHT: Building Customer-Centric Metrics

Courtesy of H&R Block, Matt Hansen wrote a synopsis of his speaking session discussing 'Building Customer-Centric Metrics'. 


H&R Block




How do we know if we’re meeting our customer’s expectations?  We often take for granted what the customer wants, but many businesses tend to measure their operations based on their productivity and how it relates to profitability.  That can be very important, but if we’re not also balancing that with what the customer ultimately wants, then profitability from sales is relatively meaningless if we lose the very customer we’re targeting for sales.


How do we know what a customer wants?  Every customer in virtually every transactions asks the same question: “Am I getting the right THING at the right TIME for the right PRICE?”  This threefold perspective is how customers assess value and what we can consider the “Voice of the Customer” or VOC.


Businesses need to ask a similar question that aligns to the VOC: “Am I doing the right THING at the right TIME in the right WAY?”  Doing the right THING at the right TIME directly ties to how effective we are at delivering what the customer wants (VOC).  Doing it the right WAY focuses on how efficient our operations are that indirectly align to the customer’s expectation of price and how they ultimately assess value.  This business perspective reflects the capability of our operations to meet the VOC; in a sense, it’s the “Voice of the Process” or VOP.


Doing the right THING, TIME, and WAY requires a full balance of all three perspectives. It’s not enough to only be good at any 2 of the 3 perspectives, otherwise we risk failing to meet the VOC and jeopardize our customer loyalty. 


In this session, we’ll walk through examples of very common metrics (e.g., survey-based metrics like CSAT, NPS, CES, IR, FCR, etc.) that we think reflect our doing the right THING, TIME, and WAY, but fall short of what the customer really expects.  We’ll also walk through a 4 step method of evaluating our metrics and explore ideal characteristics for the kind of metrics that can help us confidently align our operations to what our customers are really telling us through their Voice of the Customer.



About the Author

Matt Hansen ImageMatt Hansen,
Lean Six Sigma Master Black Belt,
H&R Block


Matt has an infectious passion for process improvement. He’s led many projects over the last 20 years that yielded over $150 million in benefits. He’s worked in and consulted on hundreds of projects across many industries like government, insurance, transportation, telecommunications, finance, and more. He specializes as a Master Black Belt in applying Lean and Six Sigma in non-manufacturing environments.

Matt is not only influential in driving process improvements, but in also teaching others how to effectively improve their processes. He developed and led training and certification programs at three different companies that helped transform their corporate culture from the subject matter expert level up to the senior executive levels.

Matt founded as the only free online source for complete Lean and Six Sigma training. StatStuff’s video-based content has helped thousands of people learn and get certified in Lean and Six Sigma. He published the book “Lean Six Sigma the StatStuff Way” to supplement the free training content and has received endorsements from operational excellence leaders at top companies like Apple, eBay, PepsiCo, Staples, Honeywell, Wells Fargo, Bank of America and many more.



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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