Voice of Customer and Critical to Quality
About the Lecture
The lecture Voice of Customer and Critical to Quality by Grey Campus is from the course Six Sigma Green Belt Training. It contains the following chapters:
- VoC Definition and its Tools
- Analyze Customer Requirements
- Define Critical-to-Quality (CTQ)
- A Sample Case Study
- Translation Worksheet to CTQ's
Included Quiz Questions
A SIPOC is used to:
- map out the elements of the process
- study variation in the process
- analyze root causes
- check for out of control situations
Accurate VOC translation can be ensured by:
- validating CTQs with customers
- using an Affinity Diagram
- using Kano Analysis
- generating new ideas
"I am always on hold or transferred to the wrong person" is a reply received from VOC. The specific Need statement would be
- Customer gets the correct person the first time
- Add additional Menu item to your Voice system
- Put an operator to answer calls round the clock
- Use e-mail instead of Phone
CTQ stands for
- Critical to Quality
- Criteria Technology Quantity
- Critical Terms to Quality
- Chance to Quantify
Choice of VOC collection tool depends upon Time & Money available.
- TRUE
- FALSE
CTQs are derived from
- VOC
- Histogram
- Pie Chart
- Pareto
In SIPOC, the input is defined as the product, information or service received from outside the boundary at
- Any Stage
- Input Stage
- Output Stage
- None of the Above
Author of lecture Voice of Customer and Critical to Quality
Grey Campus
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