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Six Sigma: Listening to the Voice of the Customer Training Class |
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Six Sigma: Listening to the Voice of the Customer Training Seminar
"Let the buyer beware." That old business maxim of caveat emptor once struck fear in the hearts of many wary consumers. Now there's a new reality: Competition for consumer attention is intense across all industries and markets, so now it's the company itself which is being admonished to beware. That means businesses should be looking for the best way to gauge what its customers really need and want. In "Six Sigma: Listening to the Voice of the Customer," Six Sigma Green Belts and team members learn that best way. The course consists of two lessons: "Understanding Customer Requirements," and "Defining Customer Requirements." In lesson one, you'll discover methods for specifically identifying your customers--that means all your customers, including ones you may not have realized you serve--and you'll learn how to apply the Kano Model to understanding customer requirements in your workplace. In the second lesson, you'll take your understanding of your customers to a higher level by learning how to measure their requirements to the nth degree. You'll learn all about customer-valued product and service "dimensions," how to create an affinity diagram and a critical-to-quality tree, and you'll discover how to formulate the all-important operational definitions for your Six Sigma strategy.
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Price |
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$74.95
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Agenda |
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Understanding Customer Requirements
- recognize the benefits of understanding customer requirements.
- apply the steps for identifying customers in a given business scenario.
- match the different types of customers with examples of each.
- identify sources of descriptive customer data as either reactive or proactive.
- match the categories of the Kano model with examples of each.
- determine the appropriate Kano Model category on which to focus customer improvement efforts for a given business scenario.
Defining Customer Requirements
- recognize the benefits of clearly defining customers' requirements.
- identify examples of product and service quality dimensions.
- apply the steps used in creating an affinity diagram in a given business scenario.
- sequence the steps involved in creating a critical-to-quality tree.
- apply the steps for creating a critical-to-quality tree in a given business scenario.
- select examples of criteria that ensure an operational definition is valid.
- determine if the operational definition for a given business scenario is valid.
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Audience |
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Potential Six Sigma Green Belts and other Six Sigma team members in companies that have already made the decision to implement Six Sigma
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