Online Six Sigma training will teach you about the importance and value of the voice of the customer (VoC Six Sigma). Six Sigma principles say that it helps us understand what our customers expect from your product. It also gives us guidelines on how to improve our process to increase customer satisfaction and increase revenue. Six Sigma is data-driven. This means that we must collect data to understand the VoC Six Sigma.
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The free Six Sigma training also briefly explains how VoC Six Sigma data can easily be obtained. This is the topic of our discussion today.
VoC Six Sigma: Connecting to the Customer
There are a few touch points in each company’s product or service lifecycle where they interact with their customers. Each touch point provides an opportunity for customers to provide data to help them understand the concept better and influence their behavior. A few examples of touch points within an organization might include customer product/service inquires, customer visits to sales channels and the actual sale transaction.
VoC Six Sigma Data Collection
There are two types VoC Six Sigma data: Proactive and reactive. Reactive VoC Six Sigma data is created from data that customers bring to the company via channels such as customer complaints, etc. Proactive VoC Six Sigma data can be collected by going to the customer. We will be focusing on the methods for collecting proactive VoC Six Sigma data. At this stage, there are some important points to keep in mind. This is about gathering data for a Six Sigma Project. The project team collects VoC Six Sigma data directly from stakeholders, both internal and external, to understand their expectations and needs for a Six Sigma project. These are the data collection methods for the voice-of-customer process:
To collect VoC Six Sigma data, the survey must target specific participants. A project team may want to communicate with customers or stakeholders for many reasons. One reason is to evaluate the customer’s perceptions of the Six Sigma process or product under consideration and the impact of Six Sigma on customer satisfaction.
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Focus groups are useful for gathering information about complex behaviors and motivations. When in-depth and objective information is required for a project, focus groups are preferred to one-on-one interviews. This is a rich and informative way to collect VoC Six Sigma data, providing both quantitative as well as qualitative data points.
The customer interview is a valuable information gathering tool to understand VoC Six Sigma. It fosters a collaborative working relationship between the customer and the company. Interviews can include open-ended and closed-ended questions from customers such as:
“Tell us about your experience with the product/service …”
“What obstacles do you face when using the product/service …?”?”
“What are the most common issues and when …?” should they be addressed?”
These customer questions can provide insight from customers and stakeholders into the VoC Six Sigma.
VoC Six Sigma: Voice of the Business
VoB Six Sigma, or the voice of the business, is simply a summary that identifies all business needs, including profitability, growth, revenue, market share, and other factors.
These are the methods for collecting VoB data:
Observation/Boot-up: Six Sigma project members observe the Six Sigma process on the job to gain a better understanding of the process.
Checklists (Custom/Standard): This refers to the adherence of the Standard Operating Procedures by the job holder (or associate). The consequences of non-compliance or non-adherence