Perception Mapping and Contradiction Resolution of Voice of the Customer (VOC) Problem Solving Custom Methodology Case Study

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.