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  • VOC For Six Sigma

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    Avinash
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    The document defines Voice of the Customer (VOC) as a process used to identify key drivers of customer satisfaction. It provides templates to guide investigation of what is important to different customer groups through questions about their priorities, expectations, and experience. The templates suggest collecting both reactive data from complaints and proactive data from interviews or surveys. Projects should summarize their plans to gather and use various data sources, including how much and what kind of data will be collected, when collection will start and end, and who will collect the data.

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    VOC for Six Sigma

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    The document defines Voice of the Customer (VOC) as a process used to identify key drivers of customer satisfaction. It provides templates to guide investigation of what is important to different customer groups through questions about their priorities, expectations, and experience. The templates suggest collecting both reactive data from complaints and proactive data from interviews or surveys. Projects should summarize their plans to gather and use various data sources, including how much and what kind of data will be collected, when collection will start and end, and who will collect the data.

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    © All Rights Reserved
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    50 views2 pages

    VOC For Six Sigma

    Uploaded by

    Avinash
    The document defines Voice of the Customer (VOC) as a process used to identify key drivers of customer satisfaction. It provides templates to guide investigation of what is important to different customer groups through questions about their priorities, expectations, and experience. The templates suggest collecting both reactive data from complaints and proactive data from interviews or surveys. Projects should summarize their plans to gather and use various data sources, including how much and what kind of data will be collected, when collection will start and end, and who will collect the data.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Voice of the Customer (VOC)

    Definition/Purpose: Identify key business drivers of internal and external customer satisfaction. The VOC is
    necessary to properly focus the project and develop the right measures. Used in Define phase.

    Instructions: To use as a template, please save a copy by clicking on the save icon. Use the questions
    below as a guide to consider and investigate what is important to your customer(s).

    Who What & Why


    Customers and Stratification/Segmentation (Identify Indicate specifically what you want to know about your
    customer groups that may have different needs. May customers. Develop customized versions of the
    need different data for each group) following questions, which you can ask during face-to-
    face interviews or other surveys.
     What’s important to you?
     What’s a defect?
     How are we doing? How do we compare to our
    competitors?
     What do you like? What don’t you like?
     What are your expectations?

    Sources
    Type an X next to the data sources you think will be useful for this project.
    REACTIVE SOURCES PROACTIVE SOURCES
    Complaints Interviews
    Problem or service hotlines Focus groups

    Technical support calls Surveys

    Customer service calls Comment cards

    Claims, credits Sales visits/calls

    Sales reporting Direct observation

    Product return information Market research/monitoring

    Warranty claims Benchmarking

    Web page activity Quality scorecards


    Other:       Other:      

    Written 6/05
    Revised 6/06
    Voice of the Customer (VOC)

    Summary: Which, How Many, How & When


    Below, summarize your plans to gather and use both reactive and proactive sources. Indicate how much data
    you will get, how you will get it, and when. Include, for instance, the number of interviews or surveys you plan to
    use, which customers you will contact, when you will start and end the data collection, and so on. Sample size
    generally is 10% of your sample or > than 15.

    Gathering and Use of Data


    Amount of Type of Survey (written,
    Source of Start Who will
    Customer Data to be End Date interview, focus group, Other
    Data Date Collect Data
    Collected etc)

    Written 6/05
    Revised 6/06

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