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Archive for August, 2010

How to get the voice of your customer (VOC)?

August 11, 2010 1 comment

Step 1: What is Critical To Quality (CTQ)

  • Voice: The customer need
  • Expectation: The category of the need expressed in the “Voice”

Example: CTQ for Steve’s Hamburger Stop

Step 2: Identifying Cause & Effect Analysis

  • Cause Factor: The “inputs(s) the company controls to drive the performance of the CTQ

Your customer is why your business is successful. Utilizing tools such as Voice of Customer (VOC), Critical To Quality (CTQ) & Cause & Effect (C&E) Analysis  you can provide them your services on their voice and expectations. This facilitates Customer Satisfaction!!