Post on 26-Mar-2015
Voice of the Customer
ISR Danbury, CT
2 2009 Goodrich Corporation Internal Voice of the Customer - ISR v1
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:
VoC Illustration
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.
Step 1:
Pre-Work
Step 2:
VoC Question and Answer Session
Step 3:
Output
Conduct Document ReviewPrepare Probing Questions
Establish Initial Non-Leading Question
Customer’s true intent is
establishedSend pre-determined
questions to customer before VoC Session
VoC Sessions (1 day)
Capture the Customer’s Voice with Questions:
Non Leading
Clarifying Probing
Traditional VoC Process Flow 1-2 days 3rd day
Step 1:
Pre-WorkStep 3:
Output
Review documents provided by customer i.e. Purchase Orders, Drawings, Emails,
RFQ, RFP, Statement of Work, Emails, Tech Specifications, etc
Generate questions to ask Customer during VoC
question & answer session.(Send to customer in advance)
Ask customer predetermined questions resulting from pre-work.
Listen actively and capture customer
response.
Confirm response with Customer
Customer agrees to captured response
Establish the Customer’s Intent
Everyday VoC Process Flow
Step 2:
VoC Question and Answer Session
1day event
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
Customer Responds
Actively listen and capture customer response
Ask question
Verify response with customer
Document for your use! And repeat for each question
Recommendation: Set the tone of the meeting with a positive greeting to engage customer in VoC.
Does Customer agree with captured response
Supplier Customer
Make sure the customer’s intent is clearly understood
YesNo
10 2009 Goodrich Corporation Internal Voice of the Customer - ISR v1
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
11 2009 Goodrich Corporation Internal Voice of the Customer - ISR v1
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.
VoC Questions
Examples of questions to ask your Customer During Voice of the CustomerAre there additional contractual clauses applicable to the delivery of product or service? Are there any known issues?Are there any TBDs that must be defined before we carry out our actions?Has the external customer agreed to all requirements or are there still requirements not completely determined? If so, when will these be resolved?Can you provide more information on product?Is this quote for an imminent buy or a proposal?What are the critical characteristics of the design?What parts are critical for quote?What requirements are critical? What are the deliverables of this project?What are the key milestones of this project and how do you want it reported upon completion?What are the time constraints and/or deadlines?Who is the point of contact for this project?Other? Please feel free to come up with additional questions to best fit your need.