ABSTRACT
The primary idea of the story is that the purpose of the methodology is based on a problem-solving strategy to resolve issues within the workplace. The state of reality forces changes to the entire environment of the workplace. The information gathered from the interaction with the customer has to place in a position of being able to have insight into the total organization. The voice of the customer is important because in the global workplace they are free to take their business wherever they want, whenever they want. The organization needs to learn how to empathize with the customer, learn their business and the challenges they face. The cultural elements are then handed down through the corporate hierarchy by top management. The information gathered from the interaction with the customer has to place us in a position of being able to have insight into the total organization.
