Define phase- Voice of Customer

Voice Of Customer VOICE OF CUSTOMER Yudha Satya Perdana Yudha satya Perdana ©

Voice Of Customer Yudha satya Perdana © Who Am I?

Voice Of Customer • Certified Six Sigma Black Belt (ASQ) • Certified Six Sigma Green Belt (Motorola University) • Lean Expert Practitioner (Expert Ratings) • Certified TPM Facilitator (IMPACT Ltd.) • Author and presenter in any national/international seminars Yudha satya Perdana ©

Voice Of Customer All of those not making me become a superman, Who can solve all of your problem Yudha satya Perdana ©

Voice Of Customer I’m here not trying to dump you with ton of lessons till you death Yudha satya Perdana ©

Voice Of Customer But I’m here to wake you up I want you to know that understand what our customer want is more important than unit sold… Learn, Inspire, Act Yudha satya Perdana ©

Voice Of Customer Yudha satya Perdana ©

Voice Of Customer We’ll learn about 1. Who is customer 2. What is Voice of Customer (VOC) 3. How to translate VOC into Critical to Quality (CTQ’s) Yudha satya Perdana ©

Voice Of Customer Voice of Customer Process Gather Translate Knowing Develop VOC customer Issues/needs the customer Research Plan issues/needs to CTQ’s Why we need to Identify research Collect VOC Translate needs into know? method Organize customer requirements (CTQs) Review charter and Develop research issues into needs Set specification SIPOC plan limit Define Customer Develop VOC Segment Customer Questions Yudha satya Perdana ©

Voice Of Customer “in every single industry there is now overcapacity of production” sir martin sorrell, chief executive WPP Yudha satya Perdana ©

Voice Of Customer We’re living in Hyper Competitive Market Yudha satya Perdana ©

Voice Of Customer And free flow information Yudha satya Perdana ©

Voice Of Customer Yudha satya Perdana ©

Voice Of Customer Our customer has more references They have more choice They have higher expectation They become demanding Yudha satya Perdana ©

Voice Of Customer “ It is our customers who determine whether or not our products and services and our work output are considered quality or not. Therefore “ being focused on the customer’s wants, need, and expectation is a central focus of Six Sigma ” Yudha satya Perdana ©

Voice Of Customer Much Better than expected Delighted Loyal Perceived Service As expected Customer Satisfied Satisfaction Vulnerable Expected Service Worse/Different than expected Dissatisfied Walk & Talk Customer satisfaction Law Yudha satya Perdana ©

Voice Of Customer Let’s learn SIPOC with Ronald Yudha satya Perdana ©

Voice Of Customer Supplier Input Process Output External Customer Those who Raw material The step by step The product/ Are groups deliver raw / sequences of services that or individuals material to Product process in we created external to the us component transforming raw organization material into who receive product or are affected by our products and services Internal customer Customer process chain Yudha satya Perdana ©

Voice Of Customer We do customer segmentation So, we could focus on prioritized customer Segmentation could be based on revenue, size, etc Customer segmentation Yudha satya Perdana ©

Voice Of Customer 1. Understand why we need to focus on our customer 2. SIPOC and process chain 3. Type of customer Summary of section Yudha satya Perdana ©

Voice Of Customer Voice of Customer Process Gather Translate Knowing Develop VOC customer Issues/needs the customer Research Plan issues/needs to CTQ’s Review charter and Identify research Collect VOC Translate needs into SIPOC method Organize customer requirements (CTQs) Define Customer Develop research issues into needs Set specification Segment Customer plan limit Develop VOC Questions Yudha satya Perdana ©

Voice Of Customer The single most important thing to remember about any enterprise is that there are no result inside its wall. The result of a business is a satisfied customer 3HWHU 'UXFNHU Yudha satya Perdana ©

Voice Of Customer Have you really understand your customer? Yudha satya Perdana ©

Voice Of Customer What marketing envisioned Yudha satya Perdana ©

Voice Of Customer What engineering design Yudha satya Perdana ©

Voice Of Customer What was installed Yudha satya Perdana ©

Voice Of Customer This is exactly what your customer want Yudha satya Perdana ©

Voice Of Customer Have you heard your Customer’s voice? Yudha satya Perdana ©

Why Clients Quit • ....... Die • ....... Move Away • ....... Develop Other Friendships • ....... Competitive Reasons • ....... Dissatisfied With Product • ....... Think the supplier doesn’t care

Why Clients Quit • 1% Die • 3% Move Away • 5% Develop Other Friendships • 9% Competitive Reasons • 14% Dissatisfied With Product • 68% Think the supplier doesn’t care

Voice Of Customer )RFXV JURXS 0DUNHW UHVHDUFK 6XUYH ,QWHUYLHZ &RPSODLQW 2EVHUYDWLRQ %HLQJ FXVWRPHU Research method to collect VOC Yudha satya Perdana ©

Voice Of Customer • Define the objective of the survey • Draft questions to meet objective • Order questions properly (funnel) • Use mix open and close ended questions • Test the questions with small sample of customer to knowing bias Develop VOC Question Yudha satya Perdana ©

Voice Of Customer • Qualitative data is different, it requires translation • Customer data can be overwhelming • Different voices heard at the same time • Customer difficult to express requirement • Bias by collector Challenge in Collecting VOC Yudha satya Perdana ©

Voice Of Customer 1. Know how develop VOC research plan 2. Method to collect data around customer requirement 3. How to organize and analyze data Summary of section Yudha satya Perdana ©

Voice Of Customer satisfaction + Primary satisfier Delighter - + Service Service dysfunctional Fully functional Must be - dissatisfaction Prioritizing customer needs - Kano Yudha satya Perdana ©

Voice Of Customer Must be and primary satisfier is our first and second priority Translating Must-be into CTQ Yudha satya Perdana ©

Voice Of Customer Once CTQ have been identified and documented, develop specification limit Developing Specification Limit Yudha satya Perdana ©

Voice Of Customer 1. How to translate customer needs into measurable, actionable customer requirement 2. Tool for analyzing and prioritizing customer requirements 3. How to identify customer specification limit Summary of section Yudha satya Perdana ©

Voice Of Customer Customer, Because of Customer, we Exist ! • Because the customer has a need, we have a job to do. • Because the customer has a choice, we must be the better choice. • Because the customer has sensibilities, we must be considerate. • Because the customer has an urgency, we must be quick. • Because the customer is unique, we must be flexible. • Because the customer has high expectations, we must excel (do extremely well). • Because the customer has influence, we strive for more referrals.. • Because of the customer, we exist! Yudha satya Perdana ©

Define phase- Voice of Customer

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