| VOC certainly helps in designing products and services | | | | data collection tool. Qualifications and theoretical |
| based on specific customer needs and requirements, | | | | knowledge are also necessary, but it's the experience |
| but the problem is that the data collection process is | | | | that counts when it comes to selecting the most |
| not easy. Lack of proper data can seriously undermine | | | | effective data collection tool. |
| the successful implementation of Six Sigma projects | | | | Understanding Customer Behavior |
| and in turn, leads to frustration, reduced process | | | | Analyzing the inputs provided by customers for |
| capability and missed deadlines. In such a scenario, it | | | | understanding their specific needs is no doubt an |
| would become quite impossible to satisfy the needs of | | | | essential task, but when you consider the amount of |
| the customers, leave alone delighting the customers, | | | | effort that goes into data gathering and analysis, its |
| which is one of the primary aims of most Six Sigma | | | | importance is certainly reduced. Large established |
| projects. Given below are some of the techniques that | | | | organizations with unlimited resources at their disposal |
| can be employed by project managers to | | | | may not feel the pinch of carrying out such mammoth |
| jump-starting Six Sigma projects. | | | | tasks, but small organizations are certainly not as lucky |
| Verifying The Applicability Of VOC Data Collection | | | | and have to plan properly if they do want to invest in |
| Tools | | | | carrying out a similar task. |
| Six Sigma makes use of different types of | | | | The best option for these organizations is to skip this |
| standardized statistical tools for the purpose of VOC | | | | step altogether because if we think rationally we find |
| data collection. Each of these tools has a specific utility | | | | that in reality most customers are not certain about |
| and is meant for use in specific business processes | | | | their needs. The only things that they are sure about |
| only. While selecting tools for a particular project, the | | | | are the things that they do not want such as high |
| project manager should carry out the necessary | | | | prices, poor quality and late delivery. Therefore, instead |
| checks to ensure that the selected tool will be able to | | | | of spending vast amounts on VOC data collection, the |
| give the desired results. | | | | organization can simply concentrate on designing cost |
| Selecting tools for use in simple business processes is | | | | effective products or services, something that most |
| quite easy, but the task becomes quite difficult when | | | | customers really want. Skipping VOC data collection |
| the project involves making changes to complex | | | | process is however not possible in case of products |
| business processes. In such cases, what that matters | | | | or services that are targeted at a niche market, where |
| most is the experience of the project manager, which | | | | customers are far more critical of what is being |
| can be utilized for selecting the most appropriate VOC | | | | offered to them. |