From the course: Six Sigma: White Belt
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Six Sigma: Voice of the Customer (VOC)
From the course: Six Sigma: White Belt
Six Sigma: Voice of the Customer (VOC)
- Who is the most important person in a business? Of course, it is the customer. Without the customer, the business wouldn't be there in the first place. Therefore, we must listen to the customer. When I say listen, it means really understand what the customer wants. What is important to them? What is not important to them? What are their satisfiers? What are their dissatisfiers? The voice of the customer, or VOC, represents the desires and requirements of the customer at all levels. The VOC is a method for listening to and understanding the customer's needs. Critical to quality, or CTQ, are characteristics that are important to the customer. Critical to quality is critical to communication because we need to understand the most important aspects that matter to the customer. CTQs are measurable and quantifiable metrics. CTQs drive the identification of the project's metric of success. Critical to quality is often…
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