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Define Value:
Voice Of The Customer
Gain A Better Understanding Of The Voice Of The Customer
• The Voice Of The Customer
(VOC) is your customer’s needs
and their perceptions of your
product or service
• Customers de...
Who Are Your Customers?
• Customers: The recipients of products/or services from a
specific process
• It’s important to defi...
What Are Customer Requirements?
• Customer cues are comments that state a possible need or
requirement. These are examples...
Who Are Your Stakeholders?
• Stakeholder: Anyone who has a vested interest in
how a process performs but they do not recei...
Start Improving Today.
Get your free Lean Six Sigma Yellow Belt Training by visiting

goleansixsigma.com/free-lean-six-sig...
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Lean Six Sigma Voice Of The Customer - GoLeanSixSigma.com

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Lean Six Sigma Define Value: Voice Of The Customer
Gain A Better Understanding Of The Voice Of The Customer

Published in: Business

Lean Six Sigma Voice Of The Customer - GoLeanSixSigma.com

  1. 1. Define Value: Voice Of The Customer Gain A Better Understanding Of The Voice Of The Customer
  2. 2. • The Voice Of The Customer (VOC) is your customer’s needs and their perceptions of your product or service • Customers decide if a product, service, or process is effective • Processes design should focus heavily on Voice Of The Customer and customer requirements What is the Voice Of The Customer?
  3. 3. Who Are Your Customers? • Customers: The recipients of products/or services from a specific process • It’s important to define customers by a specific process • Are there external customers or internal customers or both? • Common internal customers are: Human Resources (HR) and Information Technology (IT) • External customers: people outside the organization that receive products or services
  4. 4. What Are Customer Requirements? • Customer cues are comments that state a possible need or requirement. These are examples of common customer concerns: • Affordable • Responsive • Flexible • Friendly • Convenient • Accurate
  5. 5. Who Are Your Stakeholders? • Stakeholder: Anyone who has a vested interest in how a process performs but they do not receive products or services from the process • Stakeholders can be managers, owners, shareholders, or external suppliers • Stakeholder buy-in can be critical to the success of projects • It’s important to reach out and communicate regularly with stakeholders
  6. 6. Start Improving Today. Get your free Lean Six Sigma Yellow Belt Training by visiting
 goleansixsigma.com/free-lean-six-sigma-training/ Register For Your 
 Free Lean Six Sigma Training

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