Voice of Customer

Training Overview

This training will provide the basic overview about the Voice of Customer.

The purpose of VOC tool is to :
  • To figure out what customers care about
  • To set priorities and goals consistent with customers needs
  • To determine what customer needs you can profitable meet
Training Benefits
  • Identify Internal and External Customers
  • Understand Customer Data Collection Methods
  • Designing a Customer Data Collection System
  • The Concept of Critical to X (CTx)
  • Overview of Quality Function Deployment (QFD)
  • Developing of Supplier-Input-Process-Output-Customer (SIPOC)
  • Kano Model for Customer Satisfaction
Training Methodology
  • Presentation
  • Interactive Session
  • Q&A Session
  • Written Examination
Training Content
  • Customer Identification
  • Customer data Collection
  • Critical to X (CTx) Requirements
  • Critical to Quality Flow-Down
  • Quality Function Deployment
  • Supplier-Input-Process-Output-Customer (SIPOC)
  • Kano Model
Who Should Attend
  • Managers, Executives, Engineers and Other Staff
  • Students or any Professionals requiring an overview of Voice of Customer