Voice of the Customer - eBook
EAN-13: 9780071593410ISBN-10: 0-07-159341-1
Book Description
Discover All the Advantages of Using Design for Six Sigma to Develop and Build Customer Value-Based ProductsVoice of the Customer Capture and Analysis equips Six Sigma you with the skills needed to create and deploy surveys, capture real customers need with ethnographic methods, immediately analyze the results, and coordinate and drive responsive actions.Quality expert Kai Yang explains how to utilize the statistical methods of Design for Six Sigma to identify key customer needs and assess the cost of poor quality. He then shows how to design robust products to meet those needs, optimize product life cycles, and accurately validate their findings.Voice of the Customer Capture and Analysis features a wealth of information on Six Sigma and value creationcustomer survey design, administration, and analysisethnographic researchprocess management and Lean Product Developmentthe deployment of customer value into products-DFSSand value engineering. This product design tool enables you to:Minimize sources of response and measurement errorDiscern customer preferencesDesign VOC research to minimize mistranslationRespond to analytical implications of VOC dataOptimize design to decrease sensitivity of CTQs to process parametersWith the help of Voice of the Customer Capture and Analysis, you can now acquire the skills needed to truly understand a customer's wants and needs, in order to develop and build optimal products.Most Design for Six Sigma product development teams fall short of truly understanding their customers' want and needs until it is too late. Market research studies and reports simply do not provide sufficient guidance. Today's Six Sigma practitioners need a comprehensive approach to designing and building customer value-based products.Voice of the Customer Capture and Analysis now gives you the ability to create and deploy surveys, capture real voice of the customer in the field, immediately analyze the results, and coordinate and drive responsive actions.This powerful product-development tool demonstrates how to utilize the statistical methods of Design for Six Sigma to identify key customer needs assess the cost of poor qualitydesign robust products to meet those needsoptimize product life cyclesand accurately validate their findings.By using the expert methods, strategies, and guidelines presented in Voice of the Customer Capture and Analysis, you can:Harness VOC data to create value-based productsEmploy Design for Six Sigma to optimize value creationBecome proactive in gathering VOC informationImprove customer survey design, administration, and analysisAccurately process VOC dataDeploy customer value into products-DFSSPerform effective quality function deployment (QFD)Get the most out of value engineeringCapitalize on creative design methodsUtilize process management and Lean Product DevelopmentApply statistical techniques and Six Sigma metricsThis wide-ranging resource will give you the ability to minimize sources of response and measurement error clearly discern customer preferencesdesign VOC research to minimize the perils of mistranslationrespond to analytical implications of VOC data and optimize design to decrease sensitivity of CTQs to process parameters.Comprehensive and authoritative, Voice of the Customer Capture and Analysis provides you with all the tools you need to fully understand customer needs and wants_and then develop and build outstanding products that meet, or exceed, customer expectations.
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