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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.
Our experience? Worldwide.
We have assisted with Lean Six Sigma training and implementation in Australia, Singapore, Germany, China, Malaysia, Taiwan, Mexico, India, Hong Kong, United States, Canada and counting.
All our materials are suitable for individual study or formal classroom training.
Michael Carter has published 95 additional documents on Flevy.
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
|This 32-page presentation from Operational Excellence Consulting explains the Lean Management philosophy, based on the Toyota Production System (TPS). Learn to eliminate waste. To receive this free download, enter your email address below and click the "Email Me" button.|
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