Voice of the Customer: What are Your VoC Strategies

In today's fast-paced and ever-evolving business landscape, where competition is fierce and innovation is key, it has become imperative to truly comprehend your customer. The ability to understand their needs, preferences, and expectations is crucial for the ongoing enhancement of your products or services. Neglecting to prioritize your customers in your quest for improvement can have detrimental consequences, potentially leaving you trailing behind in the marketplace. Without gaining valuable insights into your customers' thoughts and desires, the task of enhancing the customer journey and elevating the overall customer experience with your offerings becomes an arduous and complex endeavor.

The Approach

This course takes a two-pronged approach to address the issue of customer data. Firstly, it places a strong emphasis on the acquisition of customer data, ensuring that you have the necessary information to understand your customers. Secondly, it delves into the effective utilization of this data, exploring strategies for analyzing, tracking, and accurate customer segmentation of the data. By doing so, you will gain a comprehensive understanding of your customer's perspective and be able to make informed decisions based on this valuable insight.

Course Content

The course covers the following topics:

• Introduction to Lean Six Sigma
• Understanding the concept of "Voice of the Customer"
• Customer segmentation tools
• Types and sources of customer data tools
• Conducting interviews
• Utilizing point of use observation
• Engaging in focus groups
• Implementing surveys
• Applying Kano Analysis
• Understanding the Critical to Quality Tree

Practical Application

The course offers practical insights into the application of these tools. It provides live demonstrations to illustrate how these tools work in real-world scenarios.

Course Outcome

By the end of this course, participants will gain a clear understanding of how to effectively gather and leverage customer data to enhance their improvement efforts.

1. Business Leaders
2. Business Improvement Consultants
3. Team Leaders / Managers
4. Operational Leaders
5. Business Professionals
6. Analysts
7. Graduates

1. Kano Analysis and CTQ were particularly interesting new tools I have never seen before.... brilliant insightful stuff ~ Greg H
2. Some interesting Lean Six Sigma linked tools I had not heard of before - good insight ~ Andres L
3. Well explained and I feel I gained a lot for this ~ Melvin T
4. Superb ~ Ruqayah F
5. Great course ~ Ryan T

1. Voice of the customer
2. VOC tools
3. Lean Six Sigma
4. Lean Six Sigma Tools
5. Surveys
6. Interviews
7. Focus Groups

No course requirements.