Ana Lagoa


  • Ana Lagoa replied to the topic VOC in DfSS in the forum General 14 years, 1 month ago

    In order to capture the VOC I would suggest you to use a Kano Analysis, here you can (with the help of the client) categorize the VOC in “satisfiers”; “dissatisfiers” and “delighters”.
    Upon the Kano Analysis you should then go a level deeper (find the CTQs) by translating the VOC. Here I recommend a CTQ flowdown, that should be filled with a…[Read more]