From the course: Operational Excellence Work-Out and Kaizen Facilitator

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Voice of the customer (VOC) Work-Out

Voice of the customer (VOC) Work-Out

From the course: Operational Excellence Work-Out and Kaizen Facilitator

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Voice of the customer (VOC) Work-Out

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- Here's the challenge. We want to know what customers want and expect. If we knew that, everyone in the process, from managers to operators, would know what they need to focus on doing well day in and day out. Here's the assignment. Complete a VOC, or voice of the customer, workout. It's an excellent way to gather and determine the voice of the customer for your processes. For a quick refresher on VOC and CTQs, please review the prerequisite courses: Operational Excellence Foundations, Six Sigma Foundations, and my two courses on Lean Six Sigma teams. Now, back to the workout. To stay organized, don't forget to develop an agenda for the workout with a project champion at least three weeks in advance. You can find a sample agenda in the exercise files. Now, to facilitate this VOC workout, make sure you invite the right participants. And who might they be? Well, let me guess. Customers? Customers are anyone who received the outputs of the process. Customers may be people who are…

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