Voice of customer (VOC)
Quality Function Deployment
|
No.
|
Customer requirements
|
Customer rating
|
Company department/process
|
|
Production
|
Quality Assurance
|
Technical
|
Sales
|
|
1
|
Quality requirements
|
2
|
9
|
3
|
5
|
|
|
2
|
Cost
|
4
|
2
|
-
|
3
|
|
|
3
|
Delivery
|
1
|
-
|
-
|
-
|
9
|
|
4
|
Safety
|
3
|
-
|
2
|
9
|
|
|
|
Total
|
|
26/2=13
|
12/2=6
|
49/3=16
|
9/1=9
|
|
|
Evaluate
|
|
Important and Good
|
Not difficult but very weak to achieve customer satisfaction
|
Most important and very good
|
Medium
|
Understand the customer tendency
Revealed requirements: Today when we know exactly what customer requires
Expected requirements: Future is very important which we do not know exactly, so we need to see how customers react
Exciting requirements: In the past, we achieved the customer satisfaction