Voice of the Customer is a rigorous, repeatable process that ensures that product development organizations create customer-centric products that meet the most highly-valued market needs.
Product development professionals often claim they speak to customers frequently – but that’s the problem. They should be listening rather than talking to them.
VOC research aims not to find out how customers would design your product – but to understand how they do business. Then developers can innovate solutions that go beyond what any customer can imagine.
Meet the
Expert
Wayne Mackey
Principal, Product Development Consulting, Inc.
Manhattan Beach, CA
- English
Expert Topics:
- Chemicals > Fertilizers & Agricultural Chemicals
- Consumer Discretionary > Automobiles & Components
- Critical Issues > Innovation
- Development Engineering > Executive Engineering Management
- Development Engineering > Product Development
- Healthcare > Equipment & Services
- Healthcare > Pharmaceuticals & Life Sciences
- Industrials > Aerospace & Defense
- Marketing > Product Management
- Materials > Chemicals
- Operations > Supply Chain Management
- Sales > Customer Success
About Wayne
- 20 years of hands-on management of large engineering, manufacturing, and procurement organizations focusing on product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
- Clients include Fortune 500 companies, major universities (Stanford, MIT, Carnegie-Mellon University), and government agencies in product development, supply chain management, and rapidly implementing enterprise-wide change
Experience
Principal
•
Product Development Consulting, Inc.
1997
—
Present
- Product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
Senior Scientist
•
Hughes Aircraft Company
1978
—
1997
- Projects included infrared imaging, radar system, GPS satellite systems and DirecTV
Education
Loyola Marymount University
MS, Engineering, 1981
Carnegie Mellon University
BS, Electrical Engineering, Economics, 1977
Security Clearances
Secret SAR (Special Access Required)
Keynote Speeches
Keynote speaker on rapid organizational change and a featured speaker on performance improvement, metrics, voice of the customer, supply chain management, and product development
Publications
- Rethinking R&D Efficiency (2013)
- Co-author, Product Development and Management Association's PDMA ToolBook 3 (2007)
- Co-author of Value Innovation Portfolio Management (2006)
Packages with Wayne starting from $750
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Expert Wayne Mackey on this topic.
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