Voice of the Customer in Six Sigma

Candidates seeking Six Sigma Green Belt certification; quality professionals, engineers, production managers, and frontline supervisors; process owners and champions charged with the responsibility of improving quality and processes at the organizational or departmental level


Expected Duration
127 minutes

A high-quality process that follows Six Sigma standards will create and deliver goods and services that meet and exceed customer requirements and expectations, This requires you to collect the Voice of the Customer (VOC) and translate that to product features, performance measures, or opportunities for improvement. You need a seamless process of identifying customers, collecting customer data, identifying customer requirements, and finally translating requirements into measures that are easy to understand and follow for employees who are responsible for processes, products, and services in the organization.
In this course, you will learn the differences between internal and external customers and examine concepts and tools for collecting and analyzing customer information and feedback and eliminating data biases. The course also explains how customer requirements are translated into deliverable goals using tools such as the Quality Function Deployment (QFD) and the House of Quality matrix. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward achieving their certifications and becoming productive members of their Six Sigma project teams.


Identifying Customers and Their Requirements

  • identify the considerations associated with the Voice of the Customer (VOC) and the Voice of the Business (VOB) when determining project requirements
  • sequence the five key steps for implementing a VOC strategy in a Six Sigma project
  • identify the internal and external customers in a given situation
  • identify potential effects of projects on customers
  • identify the internal and external customers of a project and the potential effect the project will have on them if the requirements are met or exceeded

Collecting Customer Data

  • recognize key concepts related to the importance of customer data in a Six Sigma project
  • identify the best data collection method to gather data for a given scenario
  • determine the most appropriate data collection tool to use for a given situation

Effective Customer Data Collection

  • identify the definitions of validity, reliability, and margin of error as they apply to data collection
  • identify descriptions of the types of data and bias errors that may be introduced into data collection efforts
  • match poor data collection practices with the type of issue they represent
  • take steps to ensure the reliability and validity of customer data collected for a project

Translating Customer Requirements and QFD

  • classify examples of the types of customer requirements
  • match three levels of customer needs with their descriptions
  • sequence the phases of QFD
  • identify key concepts related to translating customer requirements into product features, performance measures, or opportunities for improvement for a Six Sigma project

House of Quality (HOQ)

  • identify statements that describe what an HOQ matrix is and how it translates the Voice of the Customer into requirements
  • identify statements that describe how the customer focus is documented in an HOQ diagram
  • match each section of the technical focus area of the HOQ with a description of the type of information it contains
  • match each area of an HOQ matrix with the description of the type of information it contains

Creating an HOQ Matrix

  • sequence the steps involved in creating an HOQ matrix
  • prioritize customer requirements in an HOQ matrix
  • interpret the patterns in an interrelationship matrix for a given HOQ
  • interpret the customer and technical requirements in a given HOQ matrix
  • prioritize and rank various types of technical data in a given HOQ matrix
  • prioritize and rank various types of technical data in a given HOQ matrix
  • interpret technical correlations and targets on a given HOQ matrix
  • recognize how an HOQ is used to set technical targets
  • interpret the data on an HOQ matrix





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