Voice of the Customer

Length - 2 Days

Workshop Overview

The Voice of the Customer (VOC) is instrumental in comprehending customer needs, providing invaluable insights for enhancing various aspects of our offerings. The primary objective of VOC collection is to deliver superior products and services that exceed customer expectations. By harnessing the customer's voice, we aim to uncover latent needs and surpass their highest aspirations.

Attentively listening to customer feedback not only saves time and resources but also mitigates risks associated with product failures in the market. Research indicates that a significant portion of new product failures stem from overlooking this critical element—the customer. Therefore, VOC collection stands as the foremost initiative for any organization venturing into new markets, launching new products or services, or reimagining existing ones.

Course Objectives

• Define Hoshin Kanri

• Understand the history behind Hoshin Kanri

• Recognize the critical elements in Hoshin Kanri

• Characterize a breakthrough strategy

• Relate how Deming’s PDCA (plan, do, check and act) model supports the Hoshin Kanri process

• Understand the importance of a SWOT analysis

• Compare and identify vision and mission statements

• Identify the different steps in a Hoshin Kanri process

• Calculate a Hoshin Kanri matrix

• Define a successful Hoshin Kanri deployment

• Evaluate a scenario to determine which quality tool would support the situation

• Create a live strategic plan using Hoshin Kanri methodology

Course Content

• VOC Defined

• The Kano Model and Customer Satisfaction

• Ways to Solicit Customer Input

• Types and Number of Customers to Contact

• Customer Contact Letters

• Generic Interview Questions

• Needs vs. Features

• Questioning Techniques

• Interviews vs. Focus Groups

• One-on-one Interviews

• Building Subconscious Rapport

• Roles in a Focus Group

• Conducting Focus Groups

• Going to the Customer's Place - The "Gemba"

• Exam