voice of the customer survey asq boston section july 8, 2013

Voice of the Customer SurveyASQ Boston Section

July 8, 2013

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Survey Overview

• Sent 6/7/2013 to 822 members– Closed 6/21/2013

• Comparison

Survey Year

Surveys Sent

Number of Respondents

% Response

2013 822 133 16%

2012 790 106 13%

2011 923 84 9%

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Survey Topics

• Education / Training Courses• Alternate Training Methods• Certification Prep• Dinner Meeting Topics • Outreach Committee Events • Company Sponsorship• Section Meeting Attendance/Location/Time• George F. Mason Scholarship• Open Response – Better Value

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VoC Survey Results • Education / Training Courses

– Top 4• Six Sigma • Lean Manufacturing • Sustainability and Agile (tied)

– Other• Multiple Responses

– ISO 13485 (5)– Auditing (4)– FDA QSR (4)– CAPA and complaint handling (3)– Project Management (3)– Supplier Management (3)– Risk Management, ISO 14971 (2)– Software Quality (2)– Reliability (2)– Other (Approx. 12)

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VoC Survey Results

• Alternate Training Methods– Interest in webinars – 86 members– Interest in Saturday mini workshops – 70 members

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VoC Survey Results

• Certification Prep– Top 3

• Certified Manager of Quality / Organizational Excellence

• Certified Quality Engineer

• Certified Quality Auditor

– Other• Multiple Responses

– Six Sigma (5)

– Lean (2)

– Certified Pharmaceutical GMP Professional (1)

– Certified Supplier Quality Management Engineer (1)

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VoC Survey Results• Dinner Meeting Topics

– Varied Responses, great feedback• Multiple Responses

– Plant tours (6)– Lean and Six Sigma (9)– Auditing Prep & Technique (4)– Software Validation (4)– Expansive Raw Data (30) includes:

» “Benchmarking Information & data”» “The difference between "Qualification Testing" and

“Verification Testing & Validation Testing of Medical Devices“”

– 16 members would like to present a topic– 27 members would like to volunteer

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VoC Survey Results

• Outreach Committee Events– Top 2

• Area Food Bank programs • Local recycling programs

– Other, very few suggestions • The American Heart Association Heart Walk• Cradle to Crayons• Mass Mentoring

• Volunteers– 27 members have expressed an interest in

volunteering

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VoC Survey Results

• Company Sponsorship– Yes 4 people

• Specify how? – Provide a meeting space– Donation - $$– Site tours

– Majority are unsure – 63 members

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VoC Survey Results

• Section Meeting Attendance/Location/Time– Meeting Event Day and Time

• Wednesdays and Thursdays – 100 Members• Saturdays – 79 Members• Sundays – 69 Members• Start time between 5:30 and 6:00 pm until approx 8 or 8:30 pm

– Members would like time to network

– Meeting Location, Top 2• West of Boston• North of Boston

• George F. Mason Scholarship– 76 members are unaware of scholarship

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VoC Survey Results

• Open Response – Better Value– Many new members– More advanced notice of workshop and events– More training– More networking events– Some members expressed positive feedback

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Summary• Education / Training

– Interest in Lean and Six Sigma training

• Certification – High level of interest in CMQ/OE Certification Prep

• Programs / Dinner Meeting Topics – Varied responses, received a lot of good feedback– We have a pool of 16 members that would like to present a topic

• Outreach– Food Bank programs and Local recycling programs appear to generate the most

interest

• Company Support / Sponsorship – 4 people have responded Yes – Create partnerships

• Volunteer Opportunities – We have a pool of 27 members we can pursue.

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