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DESCRIPTION
This is a Voice of Customer (VOC) Translation Matrix built in MS Excel. It can be used to capture the following elements related to converting customer comment into a customer need:
• Customer Situation
• VOC – Customer Comment
• Further Understanding
• Requirement – Customer Need
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Source: Best Practices in Lean Template, VOC, Voice of Customer Excel: Voice of Customer (VOC) Translation Matrix Excel (XLSX) Spreadsheet, Flevy
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OVERVIEW
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