Cogent Power 
Burlington, Ontario

Industry: Fabricated Metal Products

Website: Cogent Power

Results

Cogent Power is achieving its lean profit potential by setting a strategic direction focused on customer value generation and value stream waste elimination. Cogent was able to better serve their customer base by using a Voice of the Customer Insight Survey (VOC). This VOC survey was very different than the traditional paper survey. The survey was completed face-to-face with employees, clients, customers and technical experts with the value criteria looking across all demographics. Direct feedback from the VOC survey was used to develop an action plan strategy to transform opportunities into results; this survey also helped strengthen personal relationships with clients and customers. By asking customers what they wanted, Cogent was better prepared to serve and supply their customers, shareholders, employees, and manage their supply chain.

Contributing Techniques and Tools

• Voice of the Customer (VOC) Insight Survey

Source:  "Measure Up for Success", 2007 Canadian Lean Conference, June 18–21, 2007.