This course is focused on understanding and incorporating the needs and expectations of customers into the improvement efforts of Six Sigma and Lean Manufacturing projects. The course recognizes that customer satisfaction is a key driver of business success and emphasizes the importance of aligning processes and products with customer requirements. The test can be conveniently taken from the comfort of one’s home, library, or workplace. Upon successful completion and passing of the test a digital certificate will be issued to validate ones achievement.
Course Overview
- What is Voice of Customer?
- Voice of Customer Process, Customer Satisfaction Law, Process Chain & Customer Segmentation
- Why Clients Quit & the Funnel Effect of Voice of Customer
- Don’t Companies Already Know the Voice of the Customer?
- How to Gather the Voice of the Customer
- Challenge in Collecting Voice of Customer
- 4 Steps to Implement the Voice of the Customer
- Methods of Capturing Voice of Customer
- What To Do with the Voice of the Customer
- What Matters to Customer?
- Prioritizing Customer Needs-Kano
- Is Voice of the Customer the Full Story?
- The Voice Of The Customer In Action
- 3 Best Practices When Thinking About The Voice Of The Customer, Benefits &Application of Voice of Customer
- Conclusion& Sources
Course Objective
Upon completion of this course you will be able to:
- Understand the importance of capturing and incorporating the Voice of the Customer (VOC) in the context of Six Sigma and Lean Manufacturing methodologies
- Develop skills to effectively gather, analyse, and prioritize customer requirements and expectations
- Learn techniques for translating customer needs into measurable and actionable metrics for process improvement
- Understand the connection between customer satisfaction, quality, and business success in Six Sigma and Lean Manufacturing
- Explore methods for integrating VOC data into the Define phase of DMAIC (Define, Measure, Analyze, Improve, Control) and other improvement frameworks
- Develop strategies for enhancing customer engagement and building strong customer relationships
Target audience
Voice of Customer can be used by anybody who is involved in process improvement such as business analysts, engineers, project managers, advisors, maintenance, facilities and operation
Estimated time to complete
Open format, self-paced
Curriculum
- 1 Section
- 20 Lessons
- 10 Weeks
- Voice of Customer24
- 1.1What is Voice of Customer?
- 1.2Voice of Customer Process
- 1.3Customer Satisfaction Law
- 1.4Customer Process Chain
- 1.5Customer Segmentation
- 1.6Why Clients Quit
- 1.7The Funnel Effect of Voice of Customer
- 1.8Voice of Customer Quiz 12 Questions
- 1.9Don’t Companies Already Know the Voice of the Customer?
- 1.10How to Gather the Voice of the Customer
- 1.11Challenge in Collecting Voice of Customer
- 1.124 Steps to Implement the Voice of the Customer
- 1.131- Learn How To Interpret The Needs Of Your Customers
- 1.14Voice of Customer Quiz 23 Questions
- 1.152 CCR: Transforming Needs into Requirements
- 1.163.KPOV: Managing output variables and meeting requirements
- 1.174.KPIV: Adjusting input variables to meet the needs of your customer
- 1.18Methods of Capturing Voice of Customer
- 1.19Voice of Customer Quiz 33 Questions
- 1.20Is Voice of the Customer the Full Story?
- 1.21The Voice Of The Customer In Action
- 1.22Benefits of Voice of Customer
- 1.23Application of Voice of Customer
- 1.24Voice of Customer Final Quiz7 Questions
Target audiences
- Voice of Customer can be used by anybody who is involved in process improvement such as business analysts, engineers, project managers, advisors, maintenance, facilities and operation