Please register (it's free!) or login to view the remaining preview.

If you are logged in, your referral link [?] is automatically included below.

EMBED CODE (Copy and Paste)

DOCUMENT DESCRIPTION

Gathering the Voice of the Customer is one of the easiest and one of the most difficult tasks a process improvement professional faces. It is easy because when you have a clearly laid out plan that includes a method of identifying the customers (harder than it sounds), a set of questions to ask, a means of analyzing the results and interpreting them, VOC is easy - even fun. If none of this exists, converting the fuzzy needs frequently expressed by the customer is a difficult task.

This module takes a detailed look at the Voice of Customer process. It starts out by defining the concerns of internal customers and external customers. Then, the four step VOC process is introduced. Next a deep dive of each step is undertaken. Along the way, several new tools are introduced. An example is used to demonstrate the concepts.

Finally, the all-important Kano analysis is covered in detail.

This material is suitable for independent study or formal classroom training and includes a list of tools, an exercise, and quiz questions.

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: 016_Voice of Customer PowerPoint document

016_Voice of Customer

Sold by Michael Carter (this author has 96 documents)

$25.00

ALL FEES INCLUDED

Add to Cart

This business document is categorized under the function(s):

Operations

It applies to All Industries

File Type: PowerPoint (ppt)

File Size: 1.1 MB

Number of Slides: 42 (includes cover, transition slides)

Related Topic(s): Operational Excellence Voice of the Customer

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

This product contains a supplemental XLSX document.

Initial upload date (first version): Dec 17, 2014

Ask the Author a Question

Must be logged in Click here to log in

CUSTOMER TESTIMONIALS

"FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The quality of the decks available allows me to punch way above my weight – it's like having the resources of a Big 4 consultancy at your fingertips at a microscopic fraction of the overhead."

– Roderick Cameron, Founding Partner at SGFE Ltd

"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.

The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision."

– Dennis Gershowitz, Principal at DG Associates

"Flevy is now a part of my business routine. I visit Flevy at least 3 times each month.

Flevy has become my preferred learning source, because what it provides is practical, current, and useful in this era where the business world is being rewritten.

In today's environment where there are so many challenges and there is the need to make the right decisions in a short time, with so much scattered information, we are fortunate to have Flevy. Flevy investigates, selects, and puts at our disposal the best of the best to help us be successful in our work."

– Omar Hernán Montes Parra, CEO at Quantum SFE

"I like your product. I'm frequently designing PowerPoint presentations for my company and your product has given me so many great ideas on the use of charts, layouts, tools, and frameworks. I really think the templates are a valuable asset to the job."

– Roberto Fuentes Martinez, Manager at Technology Transformation Advisory

"The wide selection of frameworks is very useful to me as an independent consultant. In fact, it rivals what I had at my disposal at Big 4 Consulting firms in terms of efficacy and organization."

– Julia T., Consulting Firm Owner (Former Manager at Deloitte and Capgemini)

"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."

– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership

"Flevy is our 'go to' resource for management material, at an affordable cost. The Flevy library is comprehensive and the content deep, and typically provides a great foundation for us to further develop and tailor our own service offer."

– Chris McCann, Founder at Resilient.World

"As a young consulting firm, requests for input from clients vary and it's sometimes impossible to provide expert solutions across a broad spectrum of requirements. That was before I discovered Flevy.com.

Through subscription to this invaluable site of a plethora of topics that are key and crucial to consulting, I have been able to exceed expectations and deliver quality advice and solutions to my clients. The quality and expertise of the authors are exemplary and gives me great confidence to use as part of my service offerings.

I highly recommend this company for any consultant wanting to apply international best practice standards in their service offerings. "

– Nishi Singh, Strategist and MD at NSP Consultants

"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."

– David Harris, Managing Director at Futures Strategy

"[Flevy] produces some great work that has been/continues to be of immense help not only to myself, but as I seek to provide professional services to my clients, it give me a large "tool box" of resources that are critical to provide them with the quality of service and outcomes they are expecting."

– Royston Knowles, Executive with 50+ Years of Board Level Experience

SELECT CUSTOMERS

Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

Did you know?

The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.

CUSTOMERS ALSO BOUGHT THESE DOCUMENTS

Strategic Planning: Hoshin Kanri Strategy Deployment 133-slide PowerPoint deck and supporting ZIP $79.00 Author: Operational Excellence Consulting Strategic Planning Strategy Development Strategy Deployment & Exe ...	Strategic Planning - Hoshin Policy Deployment 137-slide PowerPoint deck and supporting Excel workbook $74.50 Author: Operational Excellence Consulting LLC Strategic Planning Strategy Deployment & Exe ... Hoshin Kanri	Kaizen 187-slide PowerPoint deck $79.00 Author: Operational Excellence Consulting Process Improvement Kaizen Continuous Improvement	Lean - Value Stream Mapping (VSM) 158-slide PowerPoint deck and supporting Excel workbook $69.50 Author: Operational Excellence Consulting LLC Lean Management/Enterprise Value Stream Mapping Operational Excellence
The 8D Problem Solving Process 206-slide PowerPoint deck and supporting ZIP $74.50 Author: Operational Excellence Consulting LLC Lean Management/Enterprise Problem Solving 8D	Total Productive Maintenance (TPM) 235-slide PowerPoint deck and supporting PDF $79.00 Author: Operational Excellence Consulting Total Productive Maintenance Operational Excellence	Gemba Walk 88-slide PowerPoint deck $69.00 Author: Operational Excellence Consulting Lean Management/Enterprise Operational Excellence Gemba Walk	Lean Manufacturing 177-slide PowerPoint deck and supporting ZIP $79.00 Author: Operational Excellence Consulting Lean Management/Enterprise Operational Excellence Manufacturing
Delivering Service Excellence 136-slide PowerPoint deck $79.00 Author: Operational Excellence Consulting Customer Service Operational Excellence	Lean Office 163-slide PowerPoint deck and supporting ZIP $79.00 Author: Operational Excellence Consulting Lean Management/Enterprise Operational Excellence Lean Office	5S Techniques 189-slide PowerPoint deck and supporting PDF $79.00 Author: Operational Excellence Consulting Process Improvement Visual Workplace Operational Excellence	Lean and Kaizen for Rapid Process Improvement 114-slide PowerPoint deck and supporting ZIP $49.00 Author: Vishnu Rayapeddi Process Improvement Lean Management/Enterprise Kaizen