VOC

The Voice of the Customer (VOC) is a valuable and necessary input to any improvement project.  The “Customer” can be internal or external, depending on the project.  Here are three examples of VOC feedback -

External VOC

  • A team tackling a warranty problem visits product review websites to understand why some customers do not like the product.
  • A new product development team reviews prototype products with consumers.

Internal VOC

  • A sub-assembly team meets with their assembly plant customer to understand recurring problems and opportunities for improvement.
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