VOC Introduction
- Have you captured the requirements of customers?
- Have you captured the feedback from your customers?
- Do you identify the quality attributes needed for a supplied component or material to incorporate in the process or product?
- Do you organizing the customer needs?
- Do you identified your target customers?
The "Voice of customer" (VOC) is a process used to capture the requirements/feedback from the customer (Internal or External) to provide the customers with the best in class service/product quality. This VOC process is all about being pro active and constantly innovative to capture the changing requirements of the customers with time.
The Voice of customer is the term used to describe the stated and unstated needs or requirements of the customer. The voice of customer can be captured in a variety of ways.
Benefits Of Attending The VOC Training
The VOC training enables the delegates to:
- Monitor a process to collect the customer needs
- Identify problems in products and processes according to customer needs.
- improves the quality of product and process.
- Satisfies the current and target customers.
- Improves the customer satisfaction.
Who Should Attend The VOC Training ?
VOC is used to collect the datas of customer needs and organize it to improve product quality and process quality. VOC will be most appropriate for those involved in Marketing, Finance, Sales, Manufacturing, Production and Service. Teams are encouraged to attend for maximum benefit.
Brief VOC Training Outline
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Day 1 (AM) |
Why VOC?
- Definition
- How is VOC used?
- Examples of VOC
VOC - Things Gone Wrong And Things Gone Right
- What is Things Gone Wrong
- Design of charts
- Use and interpretation
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Day 1 (PM) |
Voice Of Customer
- How to use it?
- Design of charts
- Use and interpretation
VOC Summary
- X bar-R charts
- Calculating control limits
- Design, use and interpretation
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