Learn how the voice of the customer is translated into CTQs and metrics for the value stream.
- 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 then wait for hours on the (mumbles).…Then the flight arrives late at the other end and you miss…a connecting flight because it departed on-time.…Are on-time departures really what customers want?…As a customer I prefer to have on-time arrivals and hold…airlines accountable for on-time arrivals instead of…on-time departures, this way you and I will arrive on-time…and not miss our connecting flights or be late for your…meeting at the other end.…
It is important to find out what customers really need…and want, this is called collecting the voice…of the customer or VOC.…To do that, first identify and list your customers.…A customer is anyone who benefits from using your product,…services, or the output of your process.…In this sense, we don't want to limit our idea of customers…to people who buy an end product or service.…Customers can be internal or external, meaning internal…
- Explain how Lean Six Sigma can be characterized.
- Name examples of the Critical-to-Quality (CTQ) requirement.
- Recognize an alternate term for a swimlane process map.
- Explain the concept of repeatability.
- Recall what happens as variation increases.
- Relate how to compare variation in process performance.
- Identify what Cp is.