1. Voice of the Customer Survey ASQ Boston Section July 8, 2013

2. 2 Survey Overview Sent 6/7/2013 to 822 members –Closed 6/21/2013 Comparison Survey Year Surveys Sent Number of Respondents % Response 201382213316% 201279010613% 2011923849%

3. 3 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

4. 4 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)

5. 5 VoC Survey Results Alternate Training Methods –Interest in webinars – 86 members –Interest in Saturday mini workshops – 70 members

6. 6 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)

7. 7 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

8. 8 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

9. 9 VoC Survey Results Company Sponsorship –Yes 4 people Specify how? –Provide a meeting space –Donation - $$ –Site tours –Majority are unsure – 63 members

10. 10 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

11. 11 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

12. 12 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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