Perception Mapping and Contradiction Resolution of Voice of the Customer (VOC)
Problem Solving Custom Methodology Case Study
David W. Conley, Innomation, LLC
This work presents a case study for a portion of a business process improvement systematic innovation analysis completed at Presbyterian Health Services of New Mexico. Manifold techniques and methodologies are demonstrated which could be useful to anyone pursuing innovation work. The reader will be given insight to: what aspects of an innovation analysis correlate with what portions of the problem definition, problem abstraction, solution abstraction and specific solution development cycle, using Voice of the Customer as input to problem models, building and scoring a Perception Map, distilling contradictions from Voice of the Customer statements, assigning improving and worsening parameter categories based on Perception Map scores, using the 40 Principles to solve contradictions, using measurement criteria to sort solution concepts into short, medium and long-term groupings, using Critical to Quality statements to predict the effectiveness of solution concepts, and the general merger of multiple problem solving methodologies into a single solution engine.
Biography: David Conley received his BS of Nuclear Engineering from Texas A&M University and his Masters of Finance from the University of New Mexico. As an Air Force Officer he performed plasma physics and space nuclear propulsion research and served at Los Alamos and Brookhaven National Laboratories and on NASA’s Nuclear Safety Review Panel. His private sector experience includes Johnson and Johnson, Philips Semiconductor and Intel Corporation. At Intel since 1995 David has held a variety of engineering and management roles and is currently Intel’s only Level 4 TRIZ Specialist worldwide. Certified by the St. Petersburg school of the International TRIZ Association, David’s contributions to the field of systematic innovation include: technical and business problem solving, training material development, methodology training, program integration and serving on the Executive Board of the US based Altshuller Institute for TRIZ Studies. David has broad international business and engineering experience and currently lives in New Mexico, USA with his wife and three sons.