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Using Voice of the Customer in Six Sigma


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number



Overview/Description
Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a Six Sigma strategy used to capture requirements and feedback from the customer and to meet their requirements. Voice of the customer is a critical input at every stage of the Six Sigma DMAIC (Define, Measure, Analyze, Improve, and Control) process, particularly at the Define stage. At this stage, critical customer requirements are collected, measured, and translated into actionable goals using a number of tools. Using VOC begins with defining Six Sigma goals for collecting and analyzing customer requirements. For this, the Six Sigma team must identify various customer segments – especially the ones most concerned with the project. Then the team needs to identify and select the most effective methods for collecting customer feedback and requirements. From there, customer requirements are translated into measurable, actionable project goals. This course examines how an organization uses the voice of the customer to define the problem at hand and to set the direction of its Six Sigma efforts. It introduces the tasks associated with the voice of the customer strategy and some general criteria for segmenting customers on Six Sigma projects. It also discusses some common customer data collection methods – such as surveys, interviews, and focus groups – and looks at how to ensure validity and reliability in data collection. In addition, the course illustrates how tools such as Kano analysis, critical-to-quality (CTQ) analysis, and quality function deployment (QFD) are used to translate customer data into critical customer requirements and measurable, actionable goals for the Six Sigma team. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.

Target Audience
Candidates seeking Six Sigma Black Belt certification, quality professionals, engineers, production managers, frontline supervisors, and all individuals charged with responsibility for improving quality and processes at the organizational or departmental level, including process owners and champions

Prerequisites
Proficiency at the Green Belt level with customer data collection methods and common voice of the customer tools (specifically, Kano, CTQ, and QFD/HOQ diagrams) as scoped in the ASQ - Six Sigma Green Belt Body of Knowledge (BOK)

Expected Duration (hours)
2.0

Lesson Objectives

Using Voice of the Customer in Six Sigma

  • match the voice of the customer (VOC) strategy tasks to their descriptions
  • identify how to perform different aspects of a customer-segmentation analysis in a given scenario
  • identify examples of the three main customer-segmentation criteria
  • recognize considerations associated with gathering customer data
  • determine the most appropriate customer data collection method to use in a given scenario
  • recognize key concepts related to the measures for ensuring validity and reliability of data collection outcomes
  • recognize how various tools are used to identify and analyze customer requirements
  • Course Number:
    oper_14_a01_bs_enus