Customers invariably want three things from any supplier; they want you to be better, faster and cheaper that your competition and your past performance. It’s vital to find out what they want. Sometimes it’s as easy as asking: “What can we do better?” and then listening carefully to the response.
One way to figure out what customers want is to develop a voice of the customer (VOC) diagram and keep it updated.
Along the left-hand side are the customer’s requirements for better, faster and cheaper. The goal is to capture exactly what they say in their language. Then translate what they say into business changes that deliver on those requirements.
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Posted by Jay Arthur in QI Macros, Six Sigma.
We just finished exhibiting at the IHI conference at the Orlando Marriott World Center. The Marriott has expanded it’s exhibit hall, but, unfortunately it’s 150 yards from the nearest classroom. The exhibit hall management company, Corcoran, has shown a remarkable lack of interest in the voice of the exhibitors or voice of the attendees.
Voice of the customer is a simple concept: What do customers want?
The attendees want to learn new stuff. Classes and workshops aren’t the only place they can learn new stuff. The exhibit hall can keep them up to date on the latest methods and technology.
For example, it’s still amazing to me how many people stop by our booth who had no idea that Excel could do control charts, pareto charts, fishbones, histograms, value stream maps or other Lean Six Sigma charts and tools.
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Posted by Jay Arthur in Six Sigma.
