People often wonder what drives the need for a Six Sigma project. Quite often, the company’s customer is the person or group who drives the project and is the focus of that project. Customers define requirements, needs, or wants. They have a vested interest in the project. This is because customers are the ones who ultimately evaluate, use and feel the product that is the end result of the project. They provide the “Voice of the Project” and are considered the “Voice of the Customer”.
Defining the Voice of the Customer includes what the customers’ requirements are for products and services and what their expectations are, both positive and negative. This includes likes, dislikes, problems, and suggestions.
It helps determine core business processes involved in their needs and helps the project team develop the Critical to Quality elements and develop key process metrics. The Voice Of The Customer asks what each customer desires; specifically, what is important to them, and what do they perceive is a defect in a quality or service.
Voice of the Customer data can be developed in two forms: those which are reactive in nature and those which are proactive in nature. Reactive examples include complaints, sales reporting, or web page activity. Proactive examples include interviews, surveys, market research, benchmarking, and quality scorecards.
The voice of the customer determines what improvements are desired and need to be made. All improvements are done with the goal of increasing the quality of the business output.
It helps determine core business processes involved in their needs and helps the project team develop the Critical to Quality elements and develop key process metrics. The Voice Of The Customer asks what each customer desires; specifically, what is important to them, and what do they perceive is a defect in a quality or service.
Voice of the Customer data can be developed in two forms: those which are reactive in nature and those which are proactive in nature. Reactive examples include complaints, sales reporting, or web page activity. Proactive examples include interviews, surveys, market research, benchmarking, and quality scorecards.
The voice of the customer determines what improvements are desired and need to be made. All improvements are done with the goal of increasing the quality of the business output.
