iSixSigma

VOC for Us?

Viewing 9 posts - 1 through 9 (of 9 total)
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  • #54683

    Jefferson
    Participant

    Has anyone has good experience obtaining Customer wants and needs given the fact that we hear that Customers don’t really know what they want? Did your experience truly convert to meaningful new product development? Additionally, can a VOC-to-QFD exercise, which takes time, also run the risk of being outdated before the final results are obtained?

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    #196693

    Prabhu V
    Participant

    Hi,

    Are you planning to hire someone with mentioned capabilities?

    Regards

    Prabhu V.

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    #196696

    Jefferson
    Guest

    Prabhu, my question is not so much based on an individual person’s experience, but what experience has this community had with regard to VOC meeting their company’s goals? Did the VOC exercise meet the expectations to generate a direction for the company’s new product development? We have in house capability to perform the VOC and QFD, but does going through those steps always produce products which are ultimately desired by the customer base? Maybe some of you have a “win %” of using VOC-QFD to drive NPD?

    Regards, Jeff

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    #196702

    Prabhu V
    Participant

    Hi,

    Thanks for your reply.
    However, your reply (message) still is in generic nature.
    Instead of that, kindly provide your details specific to your project/activity, then only the forum members can able to understand your situation and suggest something based on their knowledge/expertise…
    Off course with relevant data representation will be an added advantage.
    Hoping you will understand.

    Regards
    Prabhu V.

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    #196703

    Chris Seider
    Participant

    Great question.

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    #196705

    MBBinWI
    Participant

    @Jefferson – Jeff: Your question brings up one of the worst aspects of six sigma, that of the Voice of the Customer. Too many have taken that statement as nothing more than going out and asking the customer “what do you want” and then building it. Most customers do not know what they need, but want what they have just better – faster, cheaper, more reliable, etc. Often, though, that is not what they need. Thus a good VOC exercise will focus on a deep understanding of the customer – what they do and what their constraints are in doing it better. Oftentimes that means “walking in the customer’s shoes.” At one employer that I had, it was required that design engineers spend 4 hours per week sitting in the seat of the equipment that they were designing. Not only operating, but servicing and repairing same. This gives the engineer great insight and first hand experience.
    This cannot be done for all businesses or customers, so other methods of gaining the same insight are required. Most often that requires direct observation, or instrumentation of the customer.
    Such activity can be extremely beneficial, if done well.
    If this isn’t something that you or your organization has done and are not skilled at, then I concur with Prabhu that you should find somebody to help you. Interview them and see if this approach is what they advocate. If they merely want to bring customers in and interview them behind 2 way mirror or send out surveys, run away fast. They will not get you the info that you need.
    Good luck.

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    #196707

    Chris Seider
    Participant

    Great story @MBBinWI .

    You give great answers and comments to overly broad inquiries. Stay in touch.

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    #196714

    Jefferson
    Participant

    I liked the insight of using the equipment as the customer does. If it is a consumer product, I have heard of companies giving early protos to employees for immediate feedback.

    Thanks all for the help and support.
    Jeff

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    #196720

    Russell
    Guest

    We are all consumers, walking in the foot steps of the people using the product or service is very important. My former employer required all employees at all levels work a week in the field or store. New product development and the next best thing should be something we ALL want so work and listen to your team and peers in the company.

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