Value Analysis 101 The Voice of the Customer Needs to Be Heard Robert T. Yokl, President/CEO, SVAH Solutions
To Miss a Customer, Stakeholder, or Expert Can Be a Fatal Mistake We all say we want to hear the voice of the customer in all decisions related to their product, service, and technology requests, evaluations, or studies, but do you have a failsafe system to do so? If not, missing just one customer (collectively known as customers, stakeholders, and experts) in your VA process can be fatal. By fatal, I mean that they will be uncooperative, unresponsive, and territorial once they find out you left them out of the decision-making process. Trust me, they will find out from someone in their peer group.
Definition of Customer, Stakeholder, or Expert •
A customer is anyone who touches the product, service, or technology throughout its lifecycle.
Volume 9/Issue 3
Healthcare Value Analysis & Utilization Management Magazine
16
