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Voice of Customer (VOC)

  • In Six Sigma Customers means both Internal & External
  • Customer needs are the most significant factors while establishing project metrics.
  • External Customers include We, Any consumer / Dealers / Bus/ Train / Air line travelers, Bank customer and so on
  • Internal Customers include Production Manager, Sales Manager / Head, Project Manager / Head, Branch Manager, Customer Service Representative and so on.
  • Purpose of Voice of Customer (VOC) or Voice of Business (VOB)
    - To gain clarity on customer requirements
    - To have a common understanding of the customer requirements/ needs

Modes of Collecting VOC / VOB

Will Six Sigma Be Relevant For The Future

VOC Clarity Table

  • VOC’s are usually raw in nature and need to be understood further by asking questions (4W & 1H)
    - WHAT is the need for the customer?
    - WHEN does the customer feel the need?
    - WHERE does the customer need the feature?
    - WHY does the customer need the requirement?
    - HOW is the situation handled now?
Will Six Sigma Be Relevant For The Future

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