Voice of Customer

At Six Sigma, the customer is in the foreground. In order to fulfill their requirements, these have to be translated into concrete specifications of quality, costs and time.

By VoC we mean a method with which we transform the explicitly formulated as well as unspoken wishes and requirements of the customer into concrete specifications for the product or the process. The following steps are performed:

1. Identify customers
2. Determine customer wishes / requirements
3. Translate VoC to CTS (Critical to Service)
4. Categorize VoC and prioritize CTS
5. Specify specifications for CTS

In the end, measurable quantities for all customer requirements and clear specification limits are defined.