Learn how to collect the voice of the customer (VOC) to improve performance. Dr. Richard Chua provides tips for collecting the voice of the customer including using surveys, focus groups, interviews and observations.
- Many of us have traveled on airlines…that brag about their on time departures,…only to experience delays…after the plane closes its boarding door on time,…and it pulls away from the gate only to wait on the tarmac.…Then the flight arrives at the other end…and you miss your connecting flight…because that connecting flight departed on time.…Are on time departures really what customers want?…As a customer, I would prefer to have on time arrivals…and to hold airlines accountable for on time arrivals…instead of on time departures.…
It's important to find out what customers need and want.…This is called collecting the voice of the customer or VOC.…In Six Sigma projects, collecting the voice of the customer,…or VOC, is important because your quest to improve the Y…in Y equals f of x, should not be done…at expense of what's important to customers.…Ideally, improve on those performance characteristics…as well, or at the very least, don't harm them.…For example, if Y equals processing speed,…and the VOC reveals that speed and accuracy are important,…
Dr. Richard Chua builds upon his Six Sigma Foundations and Learning Minitab courses, and covers an array of topics, including measurement system analysis, descriptive statistics, hypothesis testing, design of experiments, statistical process control, and more.
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- Six Sigma and the organization
- Collecting the voice of the customer
- Project management basics
- Process maps
- Sampling in data collection
- Measurement system analysis
- Measuring performance using descriptive statistics
- Process performance measures
- Hypothesis testing
- Testing for means, variances, proportions, and independence
- Correlation and regression
- Using selection matrices
- Using failure modes and effects analysis
- Developing control plans
- Statistical process control