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016_Voice of Customer (PowerPoint PPT)

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HIGHLIGHTS

Author: Michael Carter

Immediate, digital download

File Type: 42-slide PowerPoint presentation (PPT)

Secondary File: Excel (XLSX)

DOCUMENT DESCRIPTION

This product (016_Voice of Customer) is a 42-slide 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.

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

Source: Best Practices in Operational Excellence, Voice of the Customer PowerPoint Slides: 016_Voice of Customer PowerPoint (PPT) Presentation, Michael Carter

ABOUT THE AUTHOR: MICHAEL CARTER

We believe you should love what you do, learning should be fun, skills must be relevant, and yesterday's methods can always be improved. 6ixsigma<dot>org was founded to help organizations and 'Belts' successfully deploy and apply Lean Six Sigma to solve real problems. All of our training materials cover DMAIC, DMADV and Lean as an integrated methodology, we also cover the Shainin methodology. [read more]

Michael Carter has published 95 additional documents on Flevy.

DETAILS

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, & marketing 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

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