Voice of Customer and Critical to Quality von Grey Campus

Über den Vortrag

Der Vortrag „Voice of Customer and Critical to Quality“ von Grey Campus ist Bestandteil des Kurses „Six Sigma Green Belt Training“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

VoC Definition and its Tools
Analyze Customer Requirements
Define Critical-to-Quality (CTQ)
A Sample Case Study
Translation Worksheet to CTQ's

Quiz zum Vortrag

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

Dozent des Vortrages Voice of Customer and Critical to Quality

Grey Campus

GreyCampus is a leading provider of certification training solutions for professionals globally. It offers a personalized, interactive and engaging learning experience for professionals across sectors to help them clear the certification exams of their choice quickly and easily.

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