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  3. Templates
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Yellow Belt (Basic Tools)

Templates  

Voice of Customer Tree  

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About Voice of Customer

Voice of Customer analysis helps to find out what customers really care about and helps setting goals consistent with their expectations.


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Capture customer, user, and stakeholder needs

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Voice of Customer analysis produces a set of customer needs which can be further broken down into measurable critical to quality (CTQ) requirements using a CTQ-tree.

Mind map for Voice of the Customer

Derive technical specifications from customer requirements

The Voice of Customer Tree component at first is an editor for customer requirements. Use it to create a hierarchical structure of the voice of customer elements and technical requirements.

When requirements have to be weighted, well balanced groups and sub groups are a good start for applying advanced methods like Analytic Hierarchy Process. It is also possible to link Functions or CTQs to VOC elements in order to document connections between customer requirements and technical solutions. Functions can be followed by failure modes to create input for risk management. All connections are stored in the QFD cascade: The information created here will be re-used in other components, e.g. House of Quality or FMEA.

Worksheets

Voice of Customer Tree

The worksheet shows the voice of the customer tree in form of a tree diagram from left to right. Alternatively you can choose a top-down-layout or a symmetric mind-map-layout.

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Editing Requirements
  • Select the tree root or any existing requirement
  • Press Return to insert a new requirement after the selection
  • Press Shift+Return to insert new sub items
  • Use the Insert section on the Home ribbon to append other kinds of items

Need more information? Open questions? Please let us know.

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