Chapter 6Extreme Customer Focus: VoC (= Y)
You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.
Steve Jobs
Customers are rarely concerned with the processes we use to produce what they buy or experience. As indicated in Figure 6.1, customers are interested in whether what they get from us meets their needs and desires. And, as Steve Jobs stated, they don’t always know what they want. It is up to us to research, analyze our market, and anticipate what will meet or exceed their expectations.
Figure 6.1 Time to listen….
Once the ...
Get Human-Centered Lean Six Sigma now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
