The Voice of the Customer (VoC) is a term used in business to describe customer's expectations and requirements. It can also represent customer's feedback about their experiences with, and expectations of, a rendered product or service. Others define it as the statement made by the customer about a product or service. This course discusses the importance of the Voice of the Customer to a business’s success and describes how to anticipate and meet customer needs and requirements once this data is captured.
Define Voice of the Customer (VoC) and its importance to companies
List the benefits of satisfying VoC
Describe how to discern customer wants from needs to help focus improvement efforts
Describe the ways VoC can be captured, and how to use that data when making business decisions
SUBJECT MATTER EXPERT: Rosaida Cestari
Rosaida Cestari has a Bachelor
of Science in Metallurgy and Materials Science Engineering from the Illinois
Institute of Technology. She has over thirty-five years
of experience in the Quality field of mass production companies. Mrs. Cestari’s
expertise lies in developing quality systems under ISO 9001. She is a leader in problem-solving and
process improvement techniques.Rosaida
is skilled in Advance Product Quality Planning (APQP) process, Failure Mode and
Effects Analysis (FMEA), and control plans. She is currently developing
training material to standardize processes and improve efficiency.
0.5 hr. Online Course