- 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.
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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
Voice of Customer (VOC)
Modes of Collecting VOC / VOB
VOC Clarity Table
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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?
