10. Voice of the Customer Flashcards Preview

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Flashcards in 10. Voice of the Customer Deck (10):
1

Customer Identification P. 134

-Internal and external to the organization
-Customer demographics
-Industry types

2

Data validity P. 134

General correctness of a data set.

3

Data validation P.134

The process of validating data against a set of documented acceptance criteria.

4

Data reliability P. 135

Overall consistency, stability, or dependability of a data set.

You cannot have a valid instrument that is not reliable.

5

Designing a Data Collection System P. 136

-Collect data as objectively and consistently as possible.
-Collect data at the right level of granularity.
-Consider independent sources of data collection.
-Use multiple media for collecting data.
-Make it easy for the customer.

6

Customer Requirements P. 139

Critical to X (CTx) Requirements - expectations or needs.

-Quality
-Cost
-Safety
-Process
-Delivery

7

CTQ Flow-Down P. 141

-Strategic goal
-Project objectives
-CTQs
-Constituents

8

Quality function Deployment (QFD) P. 143

A process for planning new or redesigned products and services. QFD Matrix.

AKA House of Quality
1. Customer requirements (left)
2. Technical requirements (1st level)
3. Relationship matrix (center)
4. Comparison with competition (right)
5. Action plans (
6. Comparison with competition (B1)
7. Target value (B2)
8. Co-relationship (roof)
9. Technical weights (B3)

9

SIPOC P. 146

Suppler
Input
Process
Output
Customer

10

Kano Model P. 147

-Must-be requirements
-One-dimensional requirements (performance)
-Attractive requirements
-Indifferent requirements
-Reverse requirements