SEEKING THE VOICE OF THE CUSTOMER (VOC)
Providing Voice of the Customer Services that tell you exactly what your customers think about the goods/services that you provide
In Lean and Lean Six SIgma it is vital to understand what the customer really thinks of the products or services you provide them. Our services in this area includes facilitated Voice of the Customer workshops to get customer feedback and inputs on your products or services. We provide Lean and Lean Six Sigma consulting services to develop and execute routine and/or transaction-based customers surveys to obtain both qualitative and quantitative feedback from your customers, in short the Voice of the Customer. This is then used as the inputs to determine the areas of improvement needed for your products or services and also improvements required within your organization.
Voice of the customer, or VOC, is the ongoing collection of customer needs and expectations-both spoken and unspoken. Each VOC item is then transformed into Critical to Quality (CTQs) criteria which may be thought of as specifications that reflect the VOC. Knowing how to collect V-O-C information and to use it effectively can significantly impact your organization. This is an excellent video resource about VOC here
Thank you for your interest in our services. We will be happy to answer any questions you may have. Feel free to contact us:
Eagles Wings Consulting Pte Ltd
Anson Road, #26-10,
Tel: 9735 1136
Why Eagles Wings Consulting?
* Lean, Six Sigma, Agile & Service Design
* Leadership and ground level experience
* Operating since 2004
* Based in Singapore
* Training, Consulting & Coaching
* Clients from many industries including Health-Care, MRO, IT, Education, Government, Oil & Gas, Manufacturing, Finance, Telecoms and many others
The Kata of Karate
The word 'karate' comes from the word 'kata'. Kata can be thought of as a practiced routine set of actions that one has internalised, which become a habit, almost an unconscious way of doing things. Toyota kata is hence an internalised routine method of learning from trials, making adjustments that are necessary, and implementing the next improvement in moving from the current condition towards a target condition. It is the real Plan Do Check Act (PDCA) actions that allow us to continuously improve.
Lean IT: What is it?
It is actually, quite a large subject. I will endeavour to describe what Lean IT is all about in several articles over the next few months. I will begin by referring to the many tools & techniques of Lean. In Lean (whether Lean IT or Lean used in other functions/industries) there are many tools and techniques. Broadly these tools & technqiues can be categorized into 5 main groups, for Problem Solving, Improving Process Flow, Direction Management, Daily Management and Building Continuous Improvement Culture