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- Voice_of_the_customer abstract "Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL, for example) to describe the in-depth process of capturing a customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. Voice of the Customer studies typically consist of both qualitative and quantitative research steps. They are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer's wants and needs, and as the key input for new product definition, Quality Function Deployment (QFD), and the setting of detailed design specifications.Much has been written about this process, and there are many possible ways to gather the information – focus groups, individual interviews, contextual inquiry, ethnographic techniques, etc. But all involve a series of structured in-depth interviews, which focus on the customers' experiences with current products or alternatives within the category under consideration. Needs statements are then extracted, organized into a more usable hierarchy, and then prioritized by the customers.It is critical that the product development core team are involved in this process. They must be the ones who take the lead in defining the topic, designing the sample (i.e. the types of customers to include), generating the questions for the discussion guide, either conducting or observing and analyzing the interviews, and extracting and processing the needs statements.According to APICS the definition of VOC is: Actual customer descriptions in words for the functions and features customers desire for goods and services. In the strict definition, as relates to quality function deployment (QFD), the term customer indicates the external customer of the supplying entity. [APICS dictionary - VOC]".
- Voice_of_the_customer wikiPageExternalLink dictionary-information?ID=4591.0.
- Voice_of_the_customer wikiPageID "8640958".
- Voice_of_the_customer wikiPageLength "2827".
- Voice_of_the_customer wikiPageOutDegree "9".
- Voice_of_the_customer wikiPageRevisionID "701606262".
- Voice_of_the_customer wikiPageWikiLink APICS.
- Voice_of_the_customer wikiPageWikiLink Category:Management.
- Voice_of_the_customer wikiPageWikiLink Category:Product_management.
- Voice_of_the_customer wikiPageWikiLink Contextual_inquiry.
- Voice_of_the_customer wikiPageWikiLink Focus_group.
- Voice_of_the_customer wikiPageWikiLink ITIL.
- Voice_of_the_customer wikiPageWikiLink Market_research.
- Voice_of_the_customer wikiPageWikiLink New_product_development.
- Voice_of_the_customer wikiPageWikiLink Quality_function_deployment.
- Voice_of_the_customer wikiPageWikiLinkText "Customer Needs".
- Voice_of_the_customer wikiPageWikiLinkText "VOC".
- Voice_of_the_customer wikiPageWikiLinkText "Voice of Customer (VoC)".
- Voice_of_the_customer wikiPageWikiLinkText "Voice of the Customer".
- Voice_of_the_customer wikiPageWikiLinkText "Voice of the customer".
- Voice_of_the_customer wikiPageWikiLinkText "voice of customer".
- Voice_of_the_customer wikiPageWikiLinkText "voice of the customer".
- Voice_of_the_customer wikiPageUsesTemplate Template:Cleanup-rewrite.
- Voice_of_the_customer wikiPageUsesTemplate Template:Reflist.
- Voice_of_the_customer subject Category:Management.
- Voice_of_the_customer subject Category:Product_management.
- Voice_of_the_customer hypernym Term.
- Voice_of_the_customer type Redirect.
- Voice_of_the_customer type Science.
- Voice_of_the_customer comment "Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL, for example) to describe the in-depth process of capturing a customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.".
- Voice_of_the_customer label "Voice of the customer".
- Voice_of_the_customer sameAs Q7939596.
- Voice_of_the_customer sameAs صوت_العميل.
- Voice_of_the_customer sameAs Voix_du_client.
- Voice_of_the_customer sameAs 顧客の声マネジメント.
- Voice_of_the_customer sameAs m.027c4lb.
- Voice_of_the_customer sameAs Q7939596.
- Voice_of_the_customer wasDerivedFrom Voice_of_the_customer?oldid=701606262.
- Voice_of_the_customer isPrimaryTopicOf Voice_of_the_customer.