¿Cómo se utiliza la voz del cliente (VOC) y la voz del proceso (VOP) en TQM?

In TQM, use the Voice of the Customer (VOC) to gather feedback directly from customers about their needs, expectations, and experiences, ensuring the products or services meet their requirements. Combine this with the Voice of the Process (VOP), which involves analyzing internal process performance data to identify inefficiencies and areas for improvement. By integrating VOC and VOP, align customer demands with process capabilities, driving continuous improvement and ensuring quality standards. Regularly review and adjust processes based on this integrated feedback to maintain high satisfaction and operational excellence.

The most difficult part is converting the voice of the customer into technical specifications. Many voices are not able to convert into technical specs as they are not quantifiable.

Indeed, VOC stands for "Voice of the Customer." It is a vital tool for businesses aiming to align their products or services with customer desires and needs. In the context of the furniture industry, for instance, VOC might highlight a market demand for more sustainable materials or ergonomic designs. Addressing these insights, a company can innovate and refine its offerings, ensuring they resonate with customer expectations. It's not just about rectifying complaints, but proactively anticipating and catering to evolving consumer preferences. A well-integrated VOC strategy can drive customer loyalty, brand reputation, and business growth.

Voice of the Customer (VoC) is a research method that's used to collect customer feedback. A VoC program can help you capture how your customers feel about your business, product, or service, giving you insights that can help you create a stronger customer experience.

1. **Voice of the Customer (VOC)**: - **Gather Customer Feedback**: Collect information through surveys, interviews, focus groups, and feedback forms. - **Analyze Needs and Expectations**: Identify customer needs, expectations, and preferences. - **Translate into Requirements**: Convert the customer feedback into specific product or service requirements. - **Continuous Improvement** 2. **Voice of the Process (VOP)**: - **Process Data Analysis**: Monitor and analyze process performance data. - **Identify Variations**: Identify any variations or inconsistencies in the process. - **Align with VOC**: Ensure the process is capable of meeting the requirements identified in the VOC. - **Process Improvement**:

Every stable process exhibits a predicable range of performance for which it is designed. A stable process is one which is in statistical control. This means that all special causes of variation have been removed from the process. The only variation of performance for the process is that which is expected within normal operation.

Exactly, VOP stands for "Voice of the Process." While VOC gives insight into what customers want and need, VOP provides a lens into how well a company's processes are delivering on those expectations. In the context of, let's say, foam spring mattress production, VOP might flag inefficiencies in production lines or discrepancies in product quality checks. By analyzing VOP, a company can streamline operations, reduce wastages, and ensure consistent product quality. It's a crucial tool to bridge the gap between customer expectations (VOC) and actual product/service delivery, helping businesses to remain competitive and relevant in their markets.

We are talking about Total Quality Management which most people define as jumping to keep the customer happy. Now lets define who is the customer. An integral customer system can be a positive help with TQM is a help. e.g. Purchasing obtains materials for the CNC department, the assembly etc. so they are their customers within the organization. Therefore VOP and VOC are arguably the same. So VOP data is collected slightly differently e.g. metal castings arriving for CNC are distorted too much giving numerous problems. CNC being the customer complains to Casting. Of course histograms etc. can still be used, but now the area of concern is pinpointed to one department. Where the operators involved can be interviewed to find Root Cause.

Voice of the Process is very valuable for any business. It is used to assess and evaluate how well quality standards are met. And if the whole Value Chain is capable of delivering to the customer. 1 - Data analysis of process performance & 2 - identification of variations or defects => help to align process capabilities with the Voice of the Customer, and ensure consistent outputs that meet customer expectations.

Voice of the Process, or VOP, includes data, metrics, and indicators related to both core and support processes. It makes it possible to assess the efficacy, efficiency, and functionality of processes as well as how they affect output quality. Collecting VOP data is aided by the use of tools like as checklists, Pareto charts, flowcharts, control charts, histograms, and fishbone diagrams. This information is crucial for figuring out the underlying causes of issues, sources of variance, and places where your procedures may be improved.

Here is a brief logical chain of steps: Gather customers feedback to understand their needs and expectations Translate this feedback into measurable quality goals. Analyze process data (VOP) using statistical tools to check alignment with quality goals. Identify and address gaps using Six Sigma or PDCA cycles for process optimization. Continuously update processes based on fresh VOC insights and VOP analysis. Embed customer feedback loops and quality focus across your company's operations. Train employees on TQM, VOC and VOP to develop Quality Mindset.

In TQM, VOC identifies customer needs, setting the direction for improvement, while VOP gauges process performance against these needs. By integrating both, businesses can align operational processes with customer expectations. Specifically, start by capturing VOC to define quality goals. Implement changes informed by VOP data to ensure process efficiency. Continually evaluate the alignment between customer feedback (VOC) and process metrics (VOP), adjusting to ensure consistent quality delivery.

Para a gestão e melhoria continua do Total Quality Management - TQM, as ferramentas Voz do Cliente - VOC e Voz do processo - VOP podem contribuir significativamente. Enquanto, o VOC apresenta as informações de entrada para a organização como especificações, normas e demais requisitos, o VOP apresenta as informações de desempenho dos processos. A combinação destas ferramentas, permite que as organizações melhorem seus processos, a fim de, prover consistentemente produto e serviços com a qualidade assegurada.

VOC and VOP serve as the compass and barometer for continuous improvement. VOC ensures businesses address actual customer needs, anchoring improvements in tangible customer value. VOP, on the other hand, measures process efficacy, pinpointing areas needing enhancement. Together, they foster alignment between customer desires and operational efficiency, driving customer satisfaction, cost reduction, innovation, and cultivating a quality-centric organizational culture.

O processo de melhoria continua é vital para as organizações, contribui para a lucratividade e pode ser um diferencial competitivo. Para isso, é necessária uma metodologia de análise do desempenho dos processos visando melhorias e eficiência. A Voz do Cliente - VOC pode transpor as necessidades e exigências dos clientes, chamadas de entradas para melhoria dos processos.

Enhancing VOC and VOP skills is crucial for ensuring customer satisfaction and optimizing processes. Begin by actively seeking feedback, utilizing tools like surveys or focus groups. In my career, I once implemented a monthly feedback mechanism in our PET lines CSD production unit, leading to significant improvements in product quality. Next, consistently analyze this data, perhaps using Six Sigma or Kaizen techniques. Engage in training or workshops focused on these areas, and always stay updated on the latest best practices in TQM. Regularly revisiting and refining these skills ensures you stay aligned with both customer needs and process efficiencies.

As metodologias Voz do Cliente - VOC e Voz do Processo - VOP, assim como qualquer processo, também são suscetíveis a melhoria contínua. No que se refere a VOC, algumas abordagens que podem contribuir para melhoria como: conversas multidisciplinares, reuniões, acompanhamento de desempenho do produto, pesquisa de satisfação, entre outras. Já a VOP, pode ser melhorada entendo os objetivos estratégicos da organização bem como as necessidades dos clientes, outras contribuições de melhorias são as participações dos colaboradores internos.

Total Quality Management (TQM) is a management philosophy that emphasizes continuous improvement and customer satisfaction. The Voice of the Customer (VOC) and the Voice of the Process (VOP) are two key components of TQM that help organizations achieve their quality goals. Here's how they are used: 1. Voice of the Customer (VOC) Gathering Customer Feedback Identifying Customer Requirements Setting Quality Objectives 2. Voice of the Process (VOP) Understanding and Analyzing Processes Identifying Variability and Defects Implementing Process Improvements Integration in TQM Alignment with Customer Needs Continuous Improvement Data-Driven Decision Making

Toyota has effectively embraced continuous improvement by adopting methodologies such as Lean Manufacturing. They actively listen to customer feedback (Voice of Customer) to understand needs and expectations. Simultaneously, they focus on optimizing internal processes (Voice of Process) to eliminate waste and enhance efficiency. For instance, their famous "Toyota Production System" emphasizes continuous improvement, allowing them to respond to customer demands promptly and maintain high-quality standards. This integrated approach has contributed to Toyota's reputation for producing reliable and customer-focused vehicles.

VOP is more important -> while aligning with VOC and quality goals, you can see how the process works and what can be improved to exceed expectations and become more competitive. While VOC helps to set an "expected" target - VOP shows how this target can actually be outperformed.

In TQM, VOC & VOP are crucial elements for achieving excellence in quality. The VOC represents the needs, expectations & preferences of customers, obtained through various channels like surveys, feedback forms & direct interactions. By listening to the VOC, organizations can understand customer requirements better & tailor their products or services accordingly, leading to increased satisfaction and loyalty. On the other hand, the VOP encompasses the insights gained from analyzing internal processes to ensure efficiency, consistency, and effectiveness in delivering products or services. By aligning the VOP with the VOC, organizations can bridge the gap between customer expectations and operational capabilities ensuring smooth working of TQM