Introducing
Your new presentation assistant.
Refine, enhance, and tailor your content, source relevant images, and edit visuals quicker than ever before.
Trending searches
Voice of Customer
4
The Road Ahead
To
Voice of Customer
Presented By
Sameer Akram
Chetan Goswami
Navkaran Singh
Definition & Types:
Definition & Types:
- It refers to the customer’s requirements, expectations, preferences and needs.
- It is basically for a particular product or service.
- Customers may be internal or external that depends upon product/services they buys or uses.
- Internal Customers includes Organizational Management, Employees etc.
- External customers includes Clients, shareholders, end customers etc.
For Instance- Suppose, a customer requires an A...
For Instance- Suppose, a customer requires an A.C., What would be the real requirement/need of the customer ?
Customer Requirements
A) Cool Temperature
Customer Requirements
B) Less Noise
C) Cost Effective
D) Free Maintenance
Result
What Does Customers Value?
A) Value for Money/Price/Cost
What Does Customers Value?
B) Customer Service
C) Reliability/Promises
D) Quality Product
E) Ease of doing Business
What are some ways to find out?
A) Surveys
B) Interview
What are some ways to find out?
C) Focus Groups
D) Suggestions
E) Observations
Customer Value
Customer Value
How to Improve Customer Experience?
A) Collect Data
How to Improve Customer Experience?
B) Analyze
C) Act
Critical to quality
- It is a process to identify quality features/characteristics in regard to customer.
- Its analyses both inputs and outputs of process and find out quality of the process (Specifically Measurable).
Critical to Quality
Critical to Quality
Steps to Implement CTQ
- Determine the basic requirement of the customer.
- Identify the customer’s first level of requirements.
Steps to Implement CTQ
- Identify the customer’s second level of requirements.
- Stop when quantifiable requirements are reached.
- Confirm your final requirements with your customers.
CTQ Tree
Advantages of CTQ
Advantages of CTQ
- Helps transform unspecific customer requirements into precise requirements.
- It gives assurance that all the characteristics of the requirements are to be fulfilled
References:-
References:-
1)https://www.sixsigmainstitute.org/Six_Sigma_DMAIC_Process_Define_Phase_Capturing_Voice_Of_Customer_VOC.php
2) https://ijgolding.com/2013/11/06/what-do-customers-really-want-the-top-five-most-important-things-revealed/
3) https://hbr.org/1998/11/business-marketing-understand-what-customers-value
4) https://sixsigmabasics.com/critical-to-quality.html
5) http://sixsigma-training.blogspot.ca/2013/02/critical-to-quality.html