Voice of the customer

Voice of the customer

MEANING: The voice of the customer from the market research and various benchmarking is linked to the technicalities of the design and process of the product both new and existing.

DEFINITION: It is kind of conceptual map that provides a means of interfunctional planning and communication.

FEATURES:

-  Concept of matrix and its correlation

-  Plan as per the voice of the customer

Focus on Customers need and technicalities

-  WHAT the Customer wants and HOW to do it

-  It is base tool for quality planning managers

Step I – List customer requirement

Decide Primary and secondary needs of the customer

Step II – List technical descriptions “HOW” Again primary and secondary is decided Primary – Material and Process Subdividing materials and process required Here current materials and process must be considered

Step III – Relation ship matrix between WHAT & HOW The crucial stage Relating WHAT & HOW Interlinking both primary and secondary No scope for variation Points and grading is done here Gives results of WHAT and HOW Key elements are discussed The Management decides the combination.

Costing and current process must be considered

Step IV – Interrelation matrix between HOW’s The materials and manufacturing is analyzed Ratings are done Enables the decisions in the process Current process to be considered Technical knowledge is a must for the analyst

Step V – Our product with others Analyzing competitors products customer expectation Difficult to get data Mismatch in requirements is possible Helps in identifying customer trend

Step VI – Technical Competitive assessment Analyzing how the similar companies are handling To what they give importance. Impact on technical process to meet the customers request.

Step VII – Prioritize Technical Descriptors Degree of technical difficulty Most needed change is decided Target value Physical attributes to be considered.