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VOC in DfSS

Six Sigma – iSixSigma Forums Old Forums General VOC in DfSS

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  • #51189

    MBBinWI
    Participant

    Questions:
     
    1)      Do you have a structured process for VOC management? What is the process you follow in VOC requirements gathering activities?  Is there a formal procedure? Are their multiple approaches?  Are outside resources used
    2)      How do you select which customers are used for Voice-of- Customer requirements gathering?  Who makes the selection?  How often is the list reviewed and updated?  How do you segment your reference customers?  Size? Industry?  Application?  Geography?  Product?
    3)      How often are customer requirements captured, and what triggers the process?
    4)      What tools and techniques are used to capture and manage the data?  Do you have a historical database of voice-of-the-customer data?   How is the data organized? How is it validated?  How is the data updated? Who has access to this information?  How is information distributed across the organization?
    5)      Who within your organization is responsible for gathering customer requirements?  If the responsibility is distributed how is the overall activity managed?
    6)      How is feedback given (if any) to the customer?  Who delivers this? When?
    7)      Are strategic business investments addressed differently? Who is involved?  How are opportunities selected, ranked and prioritized?
    8)      What “best practice” have you discovered to capture customer requirements?

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    #177128

    Ana Lagoa
    Participant

    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 multidisciplinary team.
    Hope it helps you.

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    #177151

    MBBinWI
    Participant

    Ana:  You missed the point of my questions entirely.  I know how to use the tools.  The questions I am interested in relate more to the organizational structure and management of how organizations are gathering VOC.

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