Comment pouvez-vous prioriser les objectifs du projet Lean Six Sigma en utilisant la COV ?

VOC is really just what does your customers need and expect. Listen to their feedback and add/integrate these into your goals

Escute atentamente a Voz do Cliente (VOC) para compreender o que realmente importa para eles, como qualidade, custo, confiabilidade e prazos. Use essa percepção para alinhar as metas do projeto aos requisitos críticos do cliente (CTQs), priorizando iniciativas que eliminem desperdícios e melhorem diretamente a experiência do cliente. Implemente ferramentas como a matriz QFD (Desdobramento da Função Qualidade) para traduzir a VOC em especificações mensuráveis e identificar onde os esforços terão maior impacto. Ao vincular cada meta às expectativas do cliente, você garante que os recursos sejam direcionados às áreas mais relevantes, maximizando os resultados e fortalecendo a relação cliente-empresa.

During the collection of the Voice of the Customer (VOC), we may establish grading criteria for CTQs. For instance, when collecting customer feedback on what they consider crucial for quality, we can introduce a grading system and ask customers to rank the CTQs from (one to five) then, by analyzing this data, we can prioritize improvement projects effectively.📈

The Voice of the customer is a methodology to transform the customer’s expressions to a measurable categories. For instance if the customer expresses his anger with your product or service, you need to make sure what exactly does the customer got angry about (velocity, quality, after sale service, etc), and then start measuring how critical is that to the overall experience. Most businesses don’t have the proper training and tools to measure and categorise the VOC which will determine the business continuity

VOC is feedback from the customer. Feedback from the customer is based on whether or not they are satisfied with a good or service. VOC can be gotten from surveys, reviews, etc. This is important because, without the customer, there is no business! The point of having a business is to provide value to what people want or need! In other words, the customer's expectations of a good or service are met. The better their expectations are met, the better it is for business and vice versa!

The best way to collect and measure the VOC is ask the right questions to your customers and based on the answers start categorising the answers into two main categories, CTQ “critical to quality”& CTV “critical to velocity”. After that you may start a collection analysis to see where does the quality corresponds to the velocity, then you represent the findings to the stakeholders to determine whether the organisation will focus more on the quality or the velocity. The higher the quality the lower the velocity and vice versa. Eventually the stakeholders must decide the organisation strategy based on the results of the analysis.

To effectively collect Voice of the Customer (VOC) for Lean Six Sigma projects, follow a systematic process: plan, gather, analyze, and validate. Start by identifying target customer segments, defining objectives, and selecting suitable VOC methods. Then, execute your plan by gathering relevant data from customers. In the analysis step, process the data to identify patterns and translate VOC into measurable Critical to Quality (CTQ) factors. Finally, validate and prioritize these CTQs, ensuring they align with customer needs and clearly communicate the results to stakeholders.

To prioritize Lean Six Sigma project goals using VOC (Voice of the Customer): 1. Identify the customers for the project. 2. Gather feedback from customers through surveys, interviews, etc. 3. Categorize and analyze the feedback to identify critical issues. 4. Assign priority to goals based on frequency and impact of feedback. 5. Validate the prioritization with stakeholders and experts. 6. Set project goals that address the most significant customer needs. By using VOC, you can ensure that your project focuses on addressing crucial customer requirements and delivering high customer value.

Depois de reunir as VOC´s , pode ser uma boa ideia transformá-las em CTQs (Critico para a Qualidade) usando a QFD (Desdobramento da Função Qualidade). Assim, é possível priorizar as melhorias com base no que os clientes realmente precisam, abraço.

KANO Model is a valuable framework for identifying CTQs of customer requirements during Lean Six Sigma projects. Let's break it down: 🗯 🚨Must-Be Requirements: These are essential for preventing customer dissatisfaction. Think of them as the non-negotiables. 🔶More / Less is Better Requirements: Customers have performance preferences. Fulfilling these requirements can enhance satisfaction. ✅ Delighter Requirements: These are unexpected but exciting attributes. Delighter requirements go beyond customer expectations. They are often crucial for marketing purposes.

To prioritize Lean Six Sigma project goals using Voice of the Customer (VOC): 1. Capture VOC: Gather customer feedback. 2. Identify CCRs: Determine critical customer requirements. 3. Translate to CTQs: Convert requirements into measurable characteristics. 4. Prioritize Goals: Align project goals with CTQs using prioritization tools. 5. Validate: Confirm priorities with stakeholders. 6. Continuous Improvement: Update goals based on ongoing VOC analysis. By following these steps, Lean Six Sigma practitioners can effectively prioritize project goals using Voice of the Customer, ensuring that project efforts are focused on delivering maximum value and satisfaction to customers.