Course Description and Curriculum

Understanding customer experience is essential for every organization. Customer analysis, or customer journey mapping, looks at your customers and stakeholders to understand what they need and want, and how the steps in your processes directly - or indirectly - impact their perceptions and satisfaction.

During this course, you will learn how to identify customers; understand what delights, satisfies, or dissatisfies them about your processes; determine the drivers of perception and satisfaction; identify improvements; and establish measures and controls for your customers’ experience.

This course is self-paced with live office hours available for questions.

Instructor(s)

Senior Advisor

Dewey Dorsett

Dewey joined APQC in 2015. He has been a lead consultant and senior advisor for 20+ years to both the service and manufacturing industries. His experience includes work with functions in research and development, operations, sales, supply chain, services and finance. This work has encompassed Process and Product design, Process Architecture, Scorecard development, Lean/Six Sigma Deployments, Business Process Re-design (BPR & BPM), and Supply Chain Management. His focus is on aligning change initiatives with organizational, strategic goals. Dewey also has extensive experience in performance management, team building, team facilitation and change management. Dewey is a certified Lean Six Sigma (LSS) Master Black Belt.