Voice of the Customer (VOC)

Question 1

Successful org’s broadly exhibit what four main characteristics?

Answer 1

1. Customer Focus
2. Responsiveness
3. Differentiation
4. Continual Improvement (CI)

Question 2

Generally, what are the three forms of Customer needs within the VOC ________?

Answer 2

1. Clarify a Problem
2. Define an Opportunity
3. Mitigate a Risk

process

Question 3

What drives the entire DMAIC process

Answer 3

VOC

Question 4

VOC requires letting go of ________ and _______.

Answer 4

preconceptions / assumptions

Question 5

Besides the critical to quality (CtQ) aspect of VOC, there are the _______ (CtD) and the _______ (CtC) critical components.

Answer 5

delivery / cost

Question 6

Customer requirements, whether subjective or qualitative, are converted to a measurable variable, known as a Key Process Output Variable (KPOV) or (Y), and categorized as “Critical To: (CTX)” _______, _______, or ________.

Answer 6

Quality, Delivery, Cost

Question 7

T or F

Customers can voice satisfaction, or lack thereof, through compliments or complaints, product returns, and customer acquisitions or defections.

Answer 7

T

Question 8

VOC studies utilizing surveys, interviews, etc., are really projects made up of what five steps?

Answer 8

1. Plan
2. Develop
3. Collect
4. Analyze
5. Integrate

Question 9

Kano Analysis is a method to understand both _______ and _______ customer expectations.

Answer 9

spoken / unspoken

Question 10

T or F

Within Kano, customer requirements that are divided into must-be (WHOAs), one-dimensional (WOOs), and attractive (WOWs), can not always be identified with even well designed surveys.

Answer 10

F - “can” be identified