Are Your Hearing Voices?
Abstract:For a company to succeed in today's marketplace, it must listen to the voice of the customer (VOC) so it can provide the products and services that inspire an enthusiastic customer response. One effective way to collect VOC input is through a customer focus group. Quality function deployment (QFD) can then provide a powerful tool for analyzing customer needs by compiling data into the house of quality where it can be put into a format that reveals which aspects of the product or service are most likely to create customer delight. A sidebar article explains the process of data …