Joint decision making to improve external network integration

1 Joint decision making to improve external network integration 

In response to these challenges, companies like GE, Honeywell and Ford Motor Company have developed voice of the customer (VoC) processes (for example, Delgado-Hernandez et ah, 2007). These aim to go beyond customer satisfaction measurement by crafting a more comprehensive exchange with selected customers. Typical features of this exchange include  

The key distinctions between voice of the customer processes and customer satisfaction measurement are  

Voice of the customer helps to achieve enhanced market sensitivity while mitigating the risk of misguided interpretations of market input, which result from 

GE changed its measurement system towards what it calls Span measurement. Span stands for the range of delivery around customer-requested due dates. Essentially, the company now measures, across all deliveries globally, how close it was to the delivery date the customer requested when ordering. In its plastics business the company brought Span down from 30 days to just a few days within 

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