Enhanced VOC Data Collection Can Jump Start Projects.docxVIP

Enhanced?VOC Data Collection Can Jump Start Projects James C. Bailey Jr. February 26, 2010An enhanced voice of the customer (VOC) data collection process can improve Lean Six Sigma project execution and make the project leader’s job easier.During many Black Belt training sessions, the instructor teaches the class that it needs to develop statements on critical-to-quality elements (CTQs) that summarized the customer requirements in specific and measurable terms. But how? To facilitate this activity, the instructor introduces, a CTQ flowdown process. Unfortunately, experience suggests that the process capability is poor for this critical step in the Six Sigma methodology (Figure 1).?Figure 1: Standard VOC ApproachThese requirements are usually grouped by common focus areas using an affinity diagram or similar tool. Project leaders generally struggle with how to extract the “raw” VOC data. The Six Sigma improvement methodologies are a process, and each step is an individual process. Collecting the raw VOC data varies from project leader to project leader, resulting in frustration, poor process capability, and projects that take too much time to complete, leaving a less than delighted customer.Observations?on Usual Collection ProcessHere are a few observations that set the stage for improving this critical step in any improvement process utilizing Six Sigma tools. Some VOC data collection processes may be flawed, since often the project leader is handed a draft charter to kick-off the project. Since variation is the enemy, then variation in this step is even more critical as the output from this step is an input to the project charter.Customers do not necessarily know what they want. They know what they do not want (i.e., high prices, poor quality, late delivery, etc.). The project leader has to determine how the product or service affects customer behavior…not just what the customer says. The Japanese have a term for this…gemba. Gemba describes the true source of infor