Tool: Voice of the Customer• The customer is the person you are trying to

serve. It could be students, parents, the Dean, or other departments.

• By understanding our customers, we can increase customer-perceived quality – the leading driver of business success.

• Without customer-perceived quality, there is no long-term future for your operations!

DVoice of the Customer

• Customers can be internal to the organization as well as external.

• An external customer the vendor receiving payment from the Clemson process.

• An internal customer is the next person within your department or the University to handle the work you have begun.

• The customer is always the office or individual downstream of you in the process.

DVoice of the Customer

Voice of the

Customer

Customers

DVoice of the Customer

• A’s customer is B

A

• Provider & Customer

B • C is B’s customer

C

Providers and Customers

Vo

ice o

f th

e

Cu

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• Product characteristics or attributes

• Product quality• Service• Company image and personnel• Total cost (ease of use versus

inconvenience of use)

DVoice of the Customer

Voice of the

Customer

Some things customers value:

Ways to determine customer needs:

• Surveys (for student or parent groups)

• Department meetings (for internal groups)

• Direct interaction (other customer groups)

DVoice of the Customer

Voice of the

Customer

Who are your customers? How can you determine

their need?Customer needs

EXAMPLE

Process: Vendor Payment ProcessCustomer: Clemson University

Voice of the Customer Statement:Our customer is Clemson University. It is the mission of this team to reduce costs and provide savings to the University through leveraging payment terms with vendors.

DVoice of the Customer

Voice of the

Customer

Voice of the Customer example