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Voice of the Customer
Use a voice of the customer matrix to gather customer's needs
and wants as a basis for establishing objectives.
How to create a voice of the customer matrix.
- Enter key customer statements on the left. Rate the importance from
1 (low) to 5 (high).
- Identify and enter key business functions along the top.
- For each center box, rate the "how" (top) to the "what"
(left). Multiply times the importance to get the total weight.
- Highest scores show where to focus your improvement efforts.
Here is a sample Voice of the Customer Matrix created using the
QI Macros for Excel SPC software
The Voice of the Customer Template is just one of the tools included in the QI
Macros for Excel SPC Software for Excel.
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the FREE 30-day Evaluation copy of the QI Macros Excel SPC Software for Six
Sigma
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QI Macros Excel SPC Software for Histograms and Control Charts $139 Plus S&H
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The QI Macros for Excel $139,
is an inexpensive easy to use set of Excel add-ins for statistical process control
and Lean Six Sigma. It draws line, pie, bar, pareto, box whisker, histogram (Cp,
Cpk), scatter and control charts (with stability analysis).
It contains over 70 fill in the blank templates such as the Ishikawa diagram,
QFD, DOE, FMEA, PPAP, and Gage R&R for MSA. Performs ANOVA, t-test, F-test,
and regression analysis.

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