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016_Voice of Customer (PowerPoint PPT)
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DESCRIPTION
This product (016_Voice of Customer) is a 42-slide PPT PowerPoint presentation (PPT) with a supplemental Excel document, which you can download immediately upon purchase.
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.
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Source: Best Practices in Operational Excellence, Voice of the Customer PowerPoint Slides: 016_Voice of Customer PowerPoint (PPT) Presentation, [x]mjcarter
OVERVIEW
(PPT)
(XLSX)
Operational Excellence Lean Management/Enterprise Process Improvement Strategic Planning Hoshin Kanri Strategy Deployment & Execution Strategic Sourcing Project Management Industry Analysis Lean Office Takt Time Gemba Walk Supply Chain Analysis Value Stream Mapping Visual Workplace Total Productive Maintenance Autonomous Maintenance Manufacturing 8D Corrective and Preventative Action Problem Solving Lean Manufacturing Balanced Scorecard Continuous Improvement Kaizen Strategy Development Environmental Analysis Business Framework PowerPoint Diagrams Mobile Strategy Cyber Security Customer Experience Business Transformation Digital Transformation Change Management Stakeholder Management Project Planning Workbook Cost Reduction Assessment Customer Service
