The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed

CHAPTER 4Voice of the Customer (VOC)

Purpose of these tools

• To figure out what customers care about

• To set priorities and goals consistent with customer needs

• To determine what customer needs you can profitably meet

Deciding which tool to use

Customer segmentation, p. 56, principles for identifying subsets of customers who may have differing needs or requirements. Especially useful for any team dealing with a moderate to large customer base.

Types and sources of customer data, p. 58, a list of typical customer data your organization may already have or can get. Use to prompt your own thinking before a VOC effort.

Collecting VOC:

Interviews, p. 59, guidance on conducting professional interviews with customers. Recommended for any team that ...