10. Voice of the Customer

Question 1

Customer Identification P. 134

Answer 1

• Internal and external to the organization
• Customer demographics
• Industry types

Question 2

Data validity P. 134

Answer 2

General correctness of a data set.

Question 3

Data validation P.134

Answer 3

The process of validating data against a set of documented acceptance criteria.

Question 4

Data reliability P. 135

Answer 4

Overall consistency, stability, or dependability of a data set.

You cannot have a valid instrument that is not reliable.

Question 5

Designing a Data Collection System P. 136

Answer 5

• Collect data as objectively and consistently as possible.
• Collect data at the right level of granularity.
• Consider independent sources of data collection.
• Use multiple media for collecting data.
• Make it easy for the customer.

Question 6

Customer Requirements P. 139

Answer 6

Critical to X (CTx) Requirements - expectations or needs.

• Quality
• Cost
• Safety
• Process
• Delivery

Question 7

CTQ Flow-Down P. 141

Answer 7

• Strategic goal
• Project objectives
• CTQs
• Constituents

Question 8

Quality function Deployment (QFD) P. 143

Answer 8

A process for planning new or redesigned products and services. QFD Matrix.

AKA House of Quality

1. Customer requirements (left)
2. Technical requirements (1st level)
3. Relationship matrix (center)
4. Comparison with competition (right)
5. Action plans (
6. Comparison with competition (B1)
7. Target value (B2)
8. Co-relationship (roof)
9. Technical weights (B3)

Question 9

SIPOC P. 146

Answer 9

Suppler
Input
Process
Output
Customer

Question 10

Kano Model P. 147

Answer 10

• Must-be requirements
• One-dimensional requirements (performance)
• Attractive requirements
• Indifferent requirements
• Reverse requirements