From the course: Six Sigma: Green Belt
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Collecting VOC (voice of the customer)
From the course: Six Sigma: Green Belt
Collecting VOC (voice of the customer)
- Many of us have traveled on airlines that brag about their on-time departures. Only to experience delays after the plane closes its boarding door on time and then pulls away from the gate only to wait on the tarmac. Then the flight arrives late at the other end and you miss your connecting flight because that connecting flight departed on time. Are on-time departures really what customers want? As a customer, I would prefer to have on-time arrivals and to hold airlines accountable for on-time arrivals instead of on-time departures. It's important to find out what customers need and want. This is called collecting the voice of the customer or VOC. In Six Sigma projects, collecting the voice of the customer or VOC is important because your quest to improve the Y, in Y equals half of X should not be done at the expense of what's important to customers. Ideally, improve on those performance characteristics as well or at…
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