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

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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