Voice of the Customer (VOC) Training

Oriel Incorporated offers the following training programs on the Voice of the Customer (VOC):

  • Collecting and Analyzing VOC Data
  • Using VOC Data to Develop Performance Requirements
  • VOC for Project Teams
  • Integrating VOC and DFSS


Collecting and Analyzing VOC Data
(2 Days)

This two-day course provides an introduction to VOC data collection and analysis for organizations that are interested in learning how VOC data can benefit their operations. Topics include customer segmentation, latent and stated needs, observational and inquiry-based data collection, prioritization, affinity techniques, the Voice of the Customer table, and the Kano Model. This classroom-based training also gives an introduction to the concepts and tools for VOC, and allows students to apply the tools on a case study. This course can serve as an overall introduction to VOC concepts, but it does not allow teams to apply these concepts in a customized manner in the context of their own projects.

 

Using VOC Data to Develop Performance Requirements
(3 Days)

The first two days of this course are identical to the two-day course on collecting and analyzing VOC data that’s described above. In the third day, participants learn how to translate the organization’s needs into Critical-to-Quality (CTQ) measures and targets for process improvement and design, and also how to prioritize the measures using quality function deployment (QFD). Students will apply the tools to a case study.

 

VOC for Project Teams
(6 Days, in 3 Sessions of 2 Days Each)

In our experience, organizations get the greatest return from this course. It is intended for design or improvement teams that are planning to conduct VOC data collection for their projects.  Types of groups that will benefit most include project teams representing different processes or design teams representing multiple products.

This course offers three days of classroom training on the same material covered in the three-day class described above. However, in VOC for Project Teams, this training is offered in three segments of one day each, separated by an interval of three to six weeks. The second day of each two-day session is devoted to working on a project under the facilitation of the instructor. In the first session, the students learn about VOC data collection and develop their own customized data collection plans. In the second session, students bring their collected data and learn how to analyze their data to extract and prioritize needs. In the final session, students develop Critical-to-Quality (CTQ) measures from their analyzed customer needs.

Optional consulting support is also available in the periods between the sessions.  This additional assistance can be applied to data collection and analysis, if required.


Integrating VOC and DFSS (5 days)

The topics covered in the 3-day training course are addressed more briefly in 1.5 days here as part of the MEASURE step of Oriel’s DMADV (Design for Six Sigma) training.  An extended design for Six Sigma (DFSS) training program, which includes a longer and more detailed VOC component, makes up the rest of this course.

Related products: Voices into Choices