Six Sigma Black Belt: Determining Requirements from the Voice of the Customer

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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 customers in order to meet their requirements. Voice of the customer is a critical input at every stage in the Six Sigma DMAIC process, particularly at the Define stage. At this stage, critical customer requirements concerning quality, cost, process, and delivery are collected and translated into measurable, actionable project goals using a number of tools. Using VOC begins with defining Six Sigma goals for collecting and analyzing customer requirements. It is imperative that Six Sigma leaders determine the critical to x (CTx) requirements concerning quality, cost, process, and delivery requirements of customers and the organization. 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 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 CTx, SIPOC, Kano analysis, critical-to-quality (CTQ) analysis, and quality function deployment (QFD) are used to translate customer data into critical customer requirements and 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.

WHAT YOU WILL LEARN

  • discover the key concepts covered in this course
    match voice of the customer (VOC) strategy tasks to their descriptions
    identify examples of the three main customer-segmentation criteria
    identify how to perform different aspects of a customer-segmentation analysis in a given scenario
    determine the most appropriate customer data collection method to use in a given scenario
    recognize considerations associated with gathering customer data
  • identify the definitions of key terminology associated with validity, reliability, and margin of error in data collection
    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
    categorize elements of a process improvement project within a SIPOC diagram
    classify CTx requirements in a given scenario
    identify the characteristics of CTx requirements

IN THIS COURSE

  • Playable
    1. 
    Six Sigma Black Belt: Determining Requirements from the Voice of the Customer
    1m 53s
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  • Playable
    2. 
    Voice of the Customer Strategy
    7m 42s
  • Locked
    3. 
    Segmentation of Customers for Projects
    14m 59s
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    4. 
    Selecting Customer Data Collection Methods
    14m 1s
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    5. 
    Reliability and Validity in Data Collection
    13m 34s
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    6. 
    Determining a Customer's Requirements
    19m 57s
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    7. 
    Critical to x (CTx) Requirements & SIPOC
    18m 54s

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