Brewing Up Quality

Abstract:Input of potential and actual customers is critical to developing quality products and services. In order to properly use this input, an organization must identify the voice of the customer (VOC) and convert it into characteristics that are critical to the quality of a product. VOC is expressed in the language of the customer and is prioritized according to importance imposed by the customer. The performane of a product is also taken into account, especially when performance directly affects a customer's satisfaction with a product. Capturing VOC requires identifying the customer, gathering data from the customer, and organizing and prioritizing the data in several …

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