Six Sigma Black Belt: Voice of the Customer (VOC)

Six Sigma Black Belt    |    Intermediate
  • 14 videos | 2h 10m 20s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.9 of 21 users Rating 4.9 of 21 users (21)
Customers are at the heart of all Six Sigma initiatives. This focus on customers is what makes Six Sigma such a good organizational performance improvement program. In this course, learn about key Voice of the Customer (VOC) concepts, including customer strategy and personality types. Next, explore best practices for customer segmentation and data collection. Finally, discover methods for ensuring the validity and reliability of data collection outcomes and best practices for determining and classifying customer requirements. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in Skillsoft's ASQ-aligned Green Belt curriculum.

WHAT YOU WILL LEARN

  • Discover the key concepts covered in this course
    Differentiate between the different categories of voice of the customer (voc) at the organizational level
    Recognize the key activities in a voice of the customer (voc) strategy
    List the different types of customer personalities
    Outline the key components of voice of the customer (voc) in six sigma
    Identify the common customer segment categories used in voice of the customer (voc)
    Recognize how to perform different aspects of a customer segmentation analysis in a given scenario
  • Describe key considerations for collecting data in voc activities
    Outline the most appropriate customer data collection method to use in a given scenario
    Differentiate between validity, reliability, and margin of error in data collection
    Identify methods for ensuring the validity and reliability of data collection outcomes
    Recognize how various tools are used to identify and analyze customer requirements
    Outline how to classify ctx requirements in a given scenario
    Summarize the key concepts covered in this course

IN THIS COURSE

  • 58s
    In this video, we will discover the key concepts covered in this course. FREE ACCESS
  • 6m 30s
    Upon completion of this video, you will be able to differentiate between the different categories of Voice of the Customer (VOC) at the organizational level. FREE ACCESS
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    3.  Voice of the Customer Strategy
    10m 26s
    Through this video, you will be able to recognize the key activities in a Voice of the Customer (VOC) strategy. FREE ACCESS
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    4.  Customer Personality Types
    10m 41s
    After completing this video, you will be able to list the different types of customer personalities. FREE ACCESS
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    5.  Voice of the Customer Components
    12m 29s
    In this video, we will outline the key components of Voice of the Customer (VOC) in Six Sigma. FREE ACCESS
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    6.  Customer Segment Categories
    5m 52s
    Upon completion of this video, you will be able to identify the common customer segment categories used in Voice of the Customer (VOC). FREE ACCESS
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    7.  Segment Customers
    16m 17s
    Through this video, you will be able to recognize how to perform different aspects of a customer segmentation analysis in a given scenario. FREE ACCESS
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    8.  Data Collection Considerations
    4m 26s
    In this video, we will describe key considerations for collecting data in VOC activities. FREE ACCESS
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    9.  Customer Data Collection Methods
    10m 33s
    After completing this video, you will be able to outline the most appropriate customer data collection method to use in a given scenario. FREE ACCESS
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    10.  Reliability and Validity in Data Collection
    7m 7s
    Upon completion of this video, you will be able to differentiate between validity, reliability, and margin of error in data collection. FREE ACCESS
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    11.  Ensure Data Validity and Reliability
    6m 39s
    In this video, we will identify methods for ensuring the validity and reliability of data collection outcomes. FREE ACCESS
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    12.  Determine a Customer's Requirements
    19m 40s
    Through this video, you will be able to recognize how various tools are used to identify and analyze customer requirements. FREE ACCESS
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    13.  Critical to x (CTx) Requirements and SIPOC
    17m 49s
    After completing this video, you will be able to outline how to classify CTx requirements in a given scenario. FREE ACCESS
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    14.  Course Summary
    53s
    In this video, we will summarize the key concepts covered in this course. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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