Quality 4.0: The Future of Quality Starts Here

Concurrent Session

W07 - Big Data: Attempting to Improve Customer Loyalty

Wednesday, May 2
8:00 AM - 9:00 AM
Location: WSCC 618-620

Level: Intermediate

Big data is the latest frontier of Six Sigma and quality. One of the first projects IDEXX took on was to be able to predict and ultimately prevent customer defection and improve customer loyalty. IDEXX came to the realization that traditional means of tracking the customer experience like ppm and mean time between failure were not truly capturing the individual customer experience. In order to move customer loyalty to the next levels, our organization needed a radically different approach. The challenges for this project were immense and are common to most big data projects. While IDEXX collects a lot of data from many disparate sources, access to good quality data and the ability to merge this data into a usable form was only the first of many challenges that this team encountered—and conquered. This session will cover the entire journey from recognition of the need to development of creative analytical approaches and changes in customer-facing behavior. We will cover data integrity, data storage and architecture, analysis software, and dealing with the inherent biases and dangers of observational data.

Learning Objectives:

Beverly Daniels

Sr. Director Operational Excellence
Westbrook, Maine

Bev Daniels graduated from Michigan Technological University with a bachelor of science degree in electrical engineering. She has had extensive experience in the last 30 years developing and providing lean and Six Sigma training courses as well as implementing lean and Six Sigma in a variety of manufacturing industries. She is currently the Master Black Belt and senior director of operational excellence at IDEXX Laboratories Inc. She has held various positions in quality engineering and management with Fairchild and National Semiconductor, General Electric Aircraft Engines, Honda of America Manufacturing, Intel, and Warn Industries.


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Vijai Venkata

Daikin North America


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W07 - Big Data: Attempting to Improve Customer Loyalty


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