Measuring Customer Experience KPI's to Manage Business Outcomes
Our Expertise
With over four decades of Quality and Reliability engineering leadership at high tech companies, Lycette Consulting delivers Customer Experience measurement capability in support of customer-centric business outcomes.
Consulting Solutions
Calculation of Reliability Figures of Merit
MTBF, BX% Life, Reliability, fielded AFR, and predicted reliability based on reliability growth processes executed during product development
Approaches for Designing Reliability into New Products
Design for Reliability processes
Measurement of Customer Experience
Customer Satisfaction, Customer Effort, and Net Promoter Score
Quality, Reliability and CX Insights
"Practical Considerations in Calculating Reliability of Fielded Products"
The Journal of the Reliability Analysis Center (RAC)
2nd Quarter, 2005
"Customer-facing Reliability Growth Modeling to Improve Customer Satisfaction"
The Journal of the Reliability Information Analysis Center (RIAC)
4th Quarter, 2008 and 1st Quarter, 2009
"Using Availability Analysis to Reduce Total Cost of Ownership"
The Journal of the Reliability Information Analysis Center (RIAC)
2nd Quarter, 2010
"Setting the Stage for Effectively Managing Warranty Improvement"
Presented at the Warranty Chain Management (WCM) Conference
March 2014, San Diego, California
"Effective Graphical Representations of Data Drives Results"
Industrial Engineer
February 2008
"New Goal Setting Theory"
Industrial Management
September/October 2008
"The Real 'Total Cost of Ownership' of Your Test Equipment"
presented at IEEE AUTOTESTCON conference (won Best Paper award)
September 2010