FANSHAWE MANUFACTURING

Voice of the Customer (VOC) Matrix

SUPPLIER CAPABILITIES
Business Manufacturing Design Quality Communications

Customer Importance Rating

CUSTOMER NEEDS

Quality 4
Price 5
Delivery 5

Relationships:
9 = Strong
3 = Moderate
1 = Weak
0 or Blank = No Relationship

RAW SCORES

Importance Rating:
1 = Low Importance
3 = Moderate Importance
5 = High Importance
 Voice of the Customer (VOC) Matrix
SUPPLIER CAPABILITIES
Business Manufacturing Design Quality Communications

Effective and Supported Quality System (9001)

On Site Trades Technologists (Elect. & Mech)
Preventative Maint. (Tooling and Machinery)
Materials Control (Cust. Supplied Product)

Computerized Order/Inventory Control

Technical Capability (CNC Machining)

Risk Analysis and Reaction (PFMEA)

Long Term MGMT Experience Team

Advance Product Quality Planning

Production Part Approval Process

Management Information System

Measurement Systems Analysis
Meets or Exceeds Expectations

GPS Controlled Logistics (JIT)

Customer Importance Rating
EV CUSTOMER NEEDS

Cross Functional/Systemic
Statistical Process Control
Multi Disciplinary Team

Design Verification

Document Control
Design Validation
Price to Win

SCORES
DFMEA

Driving Range 5 9 9 3 3 9 7 9 7 3 7 9 8 8 8 7 9 9 9 7 9 7 8 820

Price compared to gasoline cars 5 9 9 5 4 9 5 3 2 1 7 5 7 9 7 7 7 8 8 7 8 7 6 700 Relationships:
Public Charging infrastructure 4 8 9 3 1 6 6 6 5 5 6 7 7 8 8 8 8 8 7 7 7 6 6 568 9 = Strong
Charging times 4 7 9 6 1 6 6 6 6 1 4 8 7 8 7 8 8 8 8 9 9 6 8 584 3 = Moderate
Private Charging infrastructure 3 5 5 3 1 1 7 6 6 3 4 7 8 7 7 7 7 8 7 6 9 6 6 378 1 = Weak
Familiarity with Technology 2 5 6 5 7 6 6 2 2 9 5 8 4 7 7 7 8 6 6 8 4 5 7 260 0 or Blank = No Relationship
Resale Value 2 7 9 6 7 6 7 7 3 5 5 7 7 7 8 6 4 6 7 7 6 4 7 276
Understanding how to use 2 2 8 6 1 6 5 2 3 9 4 7 7 7 7 6 6 5 6 8 8 8 6 254
Safety features 2 7 9 8 5 7 7 8 5 9 7 9 8 8 9 9 9 9 9 8 6 7 5 336
0
RAW SCORES 59 73 45 30 56 56 49 39 45 49 67 63 69 68 65 66 67 67 67 66 56 59
Importance Rating:
1 = Low Importance
3 = Moderate Importance
5 = High Importance

Summary
This Voice of customer matrix was done using a survey to find the most important concerns for customers when deciding on buying an Electric Vehicle, And
supplier capabilities. when examined the highest priorities were as following Driving Range followed by price compared to gasoline cars, and followed by
Charging times and followed closely by public charging infrastructure, and then private charging infrastructure, safety features, resale valye, familiarity with
technology and understanding how to use

Scores in order
1- Driving Range
2- Price compared to gasoline cars
3- Charging times
4- Public charing infrastructure
5- Private charing infrastructure
6- Safety Features
7- Resale value
8- Familiarity with Technology
9-Understanding how to use

Source
https://www.cvma.ca/statement/survey-finds-electric-vehicle-charging-infrastructure-consumer-incentives-critical-boosting-rural-suburban-adoption/