Six Sigma Voice of the Customer

Six Sigma Green Belt    |    Intermediate
  • 20 Videos | 1h 31m 53s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
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Six Sigma and Lean are business process improvement methodologies. When used together, called, naturally enough, Lean Six Sigma, they enable a system of process control and process design that can transform your business. In this course, you'll learn how to capture the voice of the customer to ensure the success of your Six Sigma project to meet or exceed expectations. This course covers effective concepts and tools for collecting and analyzing customer information, and is aligned with ASQ’s 2015 Six Sigma Green Belt Body of Knowledge.

WHAT YOU WILL LEARN

  • distinguish between the VOC and VOB perspectives
    sequence the five key steps for implementing a VOC strategy in a Six Sigma project
    distinguish between types of customers
    identify potential effects of projects on customers
    recognize the importance of customer data in a Six Sigma project
    distinguish between data collection tools
    distinguish between the three components of effective data collection
    distinguish between common sources of bias and error
    match poor data collection practices with the type of issue they represent
    classify examples of types of customer requirements
  • match three levels of customer needs with their descriptions
    sequence the phases of QFD
    identify characteristics of an HOQ matrix
    identify statements that describe how the customer focus is documented in an HOQ diagram
    match each section of the technical focus area of the HOQ with a description of the type of information it contains
    sequence the steps for creating an HOQ matrix
    interpret the patterns in an interrelationship matrix for a given HOQ
    identify the purpose of setting quantifiable measurements for technical requirements
    recognize how an HOQ is used to set technical targets

IN THIS COURSE

  • Playable
    1. 
    Six Sigma Voice of the Customer
    39s
    UP NEXT
  • Playable
    2. 
    Voice of the Business and Voice of the Customer
    3m 53s
  • Locked
    3. 
    Voice of the Customer Strategy in Six Sigma
    3m 31s
  • Locked
    4. 
    Internal and External Customers
    3m 35s
  • Locked
    5. 
    Effects of Six Sigma Projects on Customers
    2m 25s
  • Locked
    6. 
    Customer Data
    3m 8s
  • Locked
    7. 
    Data Collection Tools
    7m 6s
  • Locked
    8. 
    Effective Data Collection
    3m 37s
  • Locked
    9. 
    Data Bias and Errors
    3m 1s
  • Locked
    10. 
    Eliminating Vagueness, Ambiguity, and Bias
    2m 46s
  • Locked
    11. 
    Understanding Customer Requirements
    8m 16s
  • Locked
    12. 
    Kano Analysis
    2m 3s
  • Locked
    13. 
    Quality Function Deployment
    3m 4s
  • Locked
    14. 
    Understanding HOQ
    1m 44s
  • Locked
    15. 
    HOQ Diagram: Customer Focus
    1m 19s
  • Locked
    16. 
    HOQ Diagram: Technical Requirements
    2m 41s
  • Locked
    17. 
    HOQ Matrix: Translating Voice of the Customer
    4m 45s
  • Locked
    18. 
    The Interrelationship Matrix
    5m 59s
  • Locked
    19. 
    HOQ Matrix: Technical Measures and Requirements
    3m 30s
  • Locked
    20. 
    HOQ Matrix: Technical Correlations
    3m 23s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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