Voice of the Customer

To succeed in todays global marketplace, companies must systematically capture, manage and act upon customer input. This is a fundamental premise of the Six Sigma philosophy. This course teaches a process for capturing both customer requirements and downstream feedback from customers, internal or external, with the objective of providing those customers with best in class service and/or product quality. Major topics include Getting Customer Data, Sources of Feedback, Analyzing Feedback, Critical to Satisfaction, Critical to Quality, VoC-Based Quality Design of Services and Products, and Best Practices. Upon completion of the course, participants will have learned how to design a process to effectively access the VoC in their business environment and how to use the resulting information as input to the design process to ensure that products and services meet customer requirements and that customer complaints are converted into improvement opportunities.