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

1. Voice of the Customer SurveyASQ Boston SectionJuly 8, 2013

2. Survey Overview • Sent 6/7/2013 to 822 members • Closed 6/21/2013 • Comparison

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

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

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. 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. 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.