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Section 3: Define II Voice of Customer
Lean Six Sigma Black Belt
37
Business
Professional
04/21/2018

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Term
Defect
Definition
Failure of a process or product to meet customer requirements
Term
Voice of the customer
Definition
The expression of wants and needs by customers that drive customer satisfaction
Term
Customer specific products
Definition
Products/services where customer specifies exactly what is required
Term
Producer specified products
Definition
Products/services provided to a wider audience, expectations more variable
Term
Latent requirements
Definition
Requirements not known to customer-unspoken needs
Term
What is the VOC process
Definition
Identify
Gather
Sort
Develop
Translate
Term
Passive information
Definition
Feedback is not solicited-complaints, warranties
Term
Active information
Definition
Info generated through customer queries
Term
Kano model
Definition
-Reflects multiple dimensions of quality and customer satisfaction
-Expectations shift over time
Term
Basic features
Definition
-Dissatisfiers
-Presence doesn't increase satisfaction but absence dissatisfies
Term
Performance features
Definition
-Satisfiers
-Increasing these features > satisfaction
Term
Excitement features
Definition
-Delighter
-Presence of unexpected features leads to delight or pleasant surprises
Term
What could excitement features evolve into?
Definition
Performance features
Term
What's a population survey?
Definition
-Complete set of every individual within a defined area
-ALL birds in yard, all birds in town
Term
What is a sample survey?
Definition
Subset of a given population
Term
What is a stratification survey?
Definition
Dividing population into subgroups (Strata) based on same characteristics (age, occupation)
Term
What is a sampling frame?
Definition
Defines the group of individuals that will be sampled
Term
Margin of error
Definition
Conveys degree of uncertainty about the results of a sample survey
Term
What are the 2 types of margin of error
Definition
Non-sampling
sampling
Term
Non-sampling error
Definition
when people don't understand, decline or lie
Term
sampling error
Definition
laws of probability, people are different
Term
Affinity diagram
Definition
Gathers large amounts of language data and organizes them into groups based on natural relationships (affinity)
Term
what is language data
Definition
ideas, opinions, issues
Term
What does a CTQC diagram do?
Definition
moves the "whats" to "hows"
Term
What is the flow of steps in the CTQC diagram
Definition
Need-->Drivers-->CTQs
Term
How to gather needs
Definition
ask what do they want
Term
How to gather drivers
Definition
ask how they want it
Term
how to define CTQC
Definition
What does this mean?
Term
Need characteristics
Definition
general and hard to measure
Term
CTQs characteristics
Definition
specific and easy to measure
Term
what are drivers when a need is good room service?
Definition
-good delivery
-delivered hot and fresh
-good selection
Term
What are CTQs of these drivers?
Definition
-good delivery
-fast-30 min max
-polite-smile
-fresh and hot
-120 degree minimum
-no wilted greens
-good selection
-full wine list
-kids meals
Term
What is an operational objective?
Definition
Clear and observable standard of acceptance
Term
What is criterion?
Definition
The key quality characteristics standard that test results will be evaluated on
Term
What is the test
Definition
Procedure to measure key quality characteristic
Term
What is the decision
Definition
Determine if test results met criterion
Term
What is VOC as specifications
Definition
Are guidelines to satisfaction. set to a point where customer satisfaction starts to decrease significantly below the target
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