Voice Of The Customer
Posted by admin at 01:12 | Filed In Customer Service Tools
The "Voice of the Customer" is a process used to capture the requirements/feedback from the customer (internal or external) to provide them with best-in-class service/product quality. This process is all about responsiveness and constantly innovating to capture the changing requirements of the customers over time.
The "Voice of the Customer" is the term used to describe the stated and unstated needs or requirements of the customer.
The Voice of the Customer can be captured in a variety of ways:
- Direct discussion or interviews,
- Surveys,
- Focus groups,
- Customer specifications,
- Observation,
- Warranty data,
- Field reports,
- Complaint logs
- Others methods, etc...
This data is used to identify the quality attributes needed for a supplied component or material to incorporate in the process or product.
The VOC is critical for an organization to:
- Decide what products and services to offer
- Identify critical features and specifications for those products and services
- Decide where to focus improvement efforts
- Obtain a baseline measure of customer satisfaction against which improvement will be measured Identify key drivers of customer satisfaction
The following is a list of typical outputs of the VOC process:
- A list of customers and customer segments
- Identification of relevant reactive and proactive sources of data
- Verbal or numerical data that identify customer needs
- Defined Critical-To-Quality requirements (CTQs)
- Specifications for each CTQ requirement
Stakeholder Analysis
A Lean Six Sigma DMAIC project will require a fundamental change in the process. In an effort to mitigate the resistance to change when the improvement is implemented, it is crucial to identify the stakeholders early on, and to develop a communication plan for each of them.
Typical stakeholders include managers, people who work in the process under study, upstream and downstream departments, customers, suppliers and finance. Regular communication can create more buy-in, identify better solutions, and avoid pitfalls.
Steven Bonacorsi is a Senior Master Black Belt instructor and coach. Steven Bonacorsi has trained hundreds of Master Black Belts, Black Belts, Green Belts, and Project Sponsors and Executive Leaders in Lean Six Sigma DMAIC and Design for Lean Six Sigma process improvement methodologies.
Bonacorsi Consulting, LLC.
Steven Bonacorsi, President
Lean Six Sigma Master Black Belt
14 Clinton Street
Salem NH 03079
sbonacorsi@comcast.net
603-401-7047
http://www.linkedin.com/pub/1/624/6b5
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