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Lean Six Sigma Voice Of The Customer - GoLeanSixSigma.com
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Transcript of Lean Six Sigma Voice Of The Customer - GoLeanSixSigma.com
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Define Value: Voice Of The Customer
Gain A Better Understanding Of The Voice Of The Customer
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• The Voice Of The Customer (VOC) is your customer’s needs and their perceptions of your product or service
• Customers decide if a product, service, or process is effective
• Processes design should focus heavily on Voice Of The Customer and customer requirements
What is the Voice Of The Customer?
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Who Are Your Customers?• Customers: The recipients of products/or services from a
specific process
• It’s important to define customers by a specific process
• Are there external customers or internal customers or both?
• Common internal customers are: Human Resources (HR) and Information Technology (IT)
• External customers: people outside the organization that receive products or services
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What Are Customer Requirements?
• Customer cues are comments that state a possible need or requirement. These are examples of common customer concerns:
• Affordable
• Responsive
• Flexible
• Friendly
• Convenient
• Accurate
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Who Are Your Stakeholders?
• Stakeholder: Anyone who has a vested interest in how a process performs but they do not receive products or services from the process
• Stakeholders can be managers, owners, shareholders, or external suppliers
• Stakeholder buy-in can be critical to the success of projects
• It’s important to reach out and communicate regularly with stakeholders
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