October 2004
Intermediate to advanced
282 pages
5h 48m
English
book
The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed
by Michael George, John Maxey, David Rowlands, Malcolm Upton
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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 ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.