Understanding the Voice of the Customer

Content
1 module

Difficulty
Basic

Rating

Course Length
1 hour

Instructor
Vector International

Released
03 Mar 2015

Price
$39.95

Description

Lean Six Sigma application begins and ends with the customer.  This course emphasizes the importance of understanding the customer requirements and covers important techniques, such as the Kano model and analysis, for evaluating customer requirements.  A systematic approach to identifying and prioritizing the customer requirements is critical in ensuring that organizations deliver value-add product in the most cost effective manner.  

Course participants will appreciate the importance of the customer in Lean Six Sigma application, while learning how to obtain and prioritize the customer stated and unstated requirements.  This will lead to the delivery of better products and services to the market at a faster rate and at lower cost.

Objectives

Course Learning Objectives

  • To understand the importance of the voice of the customer (VOC) as a pre-requisite to determining the critical to quality characteristics (CTQs) and eventually delighting our customers

  • To examine how we capture the voice of the customer (VOC)

  • To understand the basics of the Kano model and how it can be applied to enhance the customer experience

  • Learn how to use and interpret the Kano Diagram and the Kano Evaluation Table

1.
Module 3: Understanding the Voice of the Customer
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Technical Requirements

• A computer with reliable internet access
• Sound Card and Speakers
• Adobe Acrobat Reader
• Speakers and sound card for audio
• Internet browser and MS windows

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Support

If our students are having difficulty in grasping a concept or its application, they can contact us for assistance via email at support@vector-international.com. In the event your enrollment expires prior to completion of your training program, simply contact us to request an extension via email at support@vector-international.com.

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