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