Voice of the Customer (VOC) and Quality Function Deployment (QFD)


Students will learn how to translate customer needs into actions internal to the service or product provided. They will put these products into a QFD matrix that allows them to understand the strength of correlation between customer needs and how that need is met. Students will have an end product in the form of a prioritized ranking. We will also explore the Kano model relative to mapping the VOC to better understand how to meet the customer needs. VOC and QFD give students tools to provide a detailed picture of customer requirements and feedback.

Target Audience

Those participating in the LSS/BPR Training and Certification program. Applicable to staff, managers, and directors in all areas of the business.


2 days

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