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Voice of the Customer ISR Danbury, CT. Objectives. At the end of this discussion, you should be able to: Use VoC to identify true Customer intent Identify conflicts between written and unwritten requirements and processes And be able to introduce this concept to your employees.
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Objectives At the end of this discussion, you should be able to: • Use VoC to identify true Customer intent • Identify conflicts between written and unwritten requirements and processes • And be able to introduce this concept to your employees
What is a customer? A customer, also called client, buyer, or purchaser, is usually used to refer to a current or potential buyer or user of your products. How do you currently identify Customer Requirements? Exercise 1:
What is Voice of the Customer? • Voice of the Customer (VoC) is the name used to describe a process of communication where there is give and take to ensure that requirements and expectations are clearly defined, documented, and understood by all parties involved.
Traditional VoC Process Flow 1-2 days 3rd day Step 1: Pre-Work Step 2: VoC Question and Answer Session Step 3: Output Conduct Document Review Prepare Probing Questions VoC Sessions (1 day) Capture the Customer’s Voice with Questions: Customer’s true intent is established Send pre-determined questions to customer before VoC Session Clarifying Non Leading Probing Establish Initial Non-Leading Question
1day event Everyday VoC Process Flow Step 2: VoC Question and Answer Session Step 1: Pre-Work Step 3: Output Review documents provided by customer i.e. Purchase Orders, Drawings, Emails, RFQ, RFP, Statement of Work, Emails, Tech Specifications, etc Ask customer predetermined questions resulting from pre-work. Establish the Customer’s Intent • Listen actively and capture customer response. • Confirm response with Customer • Customer agrees to captured response Generate questions to ask Customer during VoC question & answer session. (Send to customer in advance)
Doing your Pre-Work • Before you approach your customer do your homework to ensure you are asking the right questions. • Prepping may include reviewing documents such as: • Statement of work (SOW) • Drawing • Purchase Orders • Request for Quotes • Request for Pricing • Request for Information • Technical specifications • Contractual requirements / ITARS • Memos, e-mails • Any communication provided by your customer • Send the questions to your customer prior to your scheduled meeting to ensure that they are prepared to answers all your questions adequately.
Question and answer session with your customer Supplier Customer Recommendation: Set the tone of the meeting with a positive greeting to engage customer in VoC. Ask question Customer Responds Actively listen and capture customer response Verify response with customer Does Customer agree with captured response No Yes Document for your use! And repeat for each question Make sure the customer’s intent is clearly understood
What Can Voice of the Customer Do? • Understanding the customer’s needs helps you work with customers resulting in the following: • Improved Quality • Reduce errors • Reduce/ Eliminate ambiguity • Eliminate the unknown • Improve data integrity • Improved Delivery • Identify true delivery dates/lead times • Shorten total turn around time • Improved Communication • Increase your knowledge base • Build teamwork, respect, and cooperation • Help set priorities and organize tasks in order of importance
When is the Process Complete? • Supplier • When you are satisfied that all issues or gray areas are completely removed and you have the confirmation from your customer that what you are providing them is what they intended. • Customer • For ISR Danbury, it’s when we are confident that our suppliers have a true understanding of our intent/need and all areas of concern are resolved.
