Webinar
Attain Partners | Juran expert explores actionable ways to better serve faculty, staff, and students
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In this second webinar of a multipart series hosted by Dr. Joseph A. DeFeo, he explores how to listen to the voice of the students.
The phrase “Voice of Customers” comes from the best practice of quality-driven organizations, meaning to understand the needs and wants of your customers so that you can use the information gathered to build a better product, service, or program.
In this session, we talk about the value of understanding the “Voice of the Students,” as it relates to the level of satisfaction a student feels in dealing with day-to-day tasks at their university. Collectively listening to students—whether it be through independent focus groups, faculty-led classroom groups, electronic surveys, or observation (yes, watching them carry out tasks)—can be invaluable to championing student and faculty happiness.
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2022-10 STS: Juran Webinar
About the Host
Dr. Joseph A. DeFeo, former CEO of Juran Global, and now Sr. Advisor at Juran, an Attain Partners Company, is recognized as one of the world’s leading executive experts on transformational change and business improvement. For over 35 years, Joe has worked as a trusted adviser, helping leaders increase efficiency, productivity, and customer (student) experience satisfaction. These include Business Process Management, Lean, Six Sigma, Strategy Deployment, and Change Management.
Joe has assisted many global organizations—private and public, for-profit and nonprofit—in leading major organizational change. He is a frequent motivational guest speaker at international conferences and has presented in 44 countries. His comprehensive experience serving the higher education industry spans his role as an Adjunct Professor for the National Graduate School of Quality Management, Western Connecticut State University, Columbia University, and Central Connecticut State University, where he taught graduate courses on management, training, and development.
