Six Sigma Voice of the Customer

Six Sigma Green Belt    |    Intermediate
  • 20 videos | 1h 10m 23s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.0 of 170 users Rating 4.0 of 170 users (170)
Six Sigma and Lean are business process improvement methodologies. When used together, called, naturally enough, Lean Six Sigma, they enable a system of process control and process design that can transform your business. In this course, you'll learn how to capture the voice of the customer to ensure the success of your Six Sigma project to meet or exceed expectations. This course covers effective concepts and tools for collecting and analyzing customer information, and is aligned with ASQ's 2015 Six Sigma Green Belt Body of Knowledge.

WHAT YOU WILL LEARN

  • Distinguish between the voc and vob perspectives
    Sequence the five key steps for implementing a voc strategy in a six sigma project
    Distinguish between types of customers
    Identify potential effects of projects on customers
    Recognize the importance of customer data in a six sigma project
    Distinguish between data collection tools
    Distinguish between the three components of effective data collection
    Distinguish between common sources of bias and error
    Match poor data collection practices with the type of issue they represent
    Classify examples of types of customer requirements
  • Match three levels of customer needs with their descriptions
    Sequence the phases of qfd
    Identify characteristics of an hoq matrix
    Identify statements that describe how the customer focus is documented in an hoq diagram
    Match each section of the technical focus area of the hoq with a description of the type of information it contains
    Sequence the steps for creating an hoq matrix
    Interpret the patterns in an interrelationship matrix for a given hoq
    Identify the purpose of setting quantifiable measurements for technical requirements
    Recognize how an hoq is used to set technical targets

IN THIS COURSE

  • 39s
  • 3m 53s
    During this video, you will discover how to distinguish between the VOC and VOB perspectives. FREE ACCESS
  • Locked
    3.  Voice of the Customer Strategy in Six Sigma
    3m 31s
    Discover how to sequence the five key steps for implementing a Voice of the Customer strategy in a Six Sigma project. FREE ACCESS
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    4.  Internal and External Customers
    3m 35s
    In this video, you will learn how to distinguish between types of customers. FREE ACCESS
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    5.  Effects of Six Sigma Projects on Customers
    2m 25s
    In this video, find out how to identify potential effects of projects on customers. FREE ACCESS
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    6.  Customer Data
    3m 8s
    During this video, you will learn how to recognize the importance of customer data in a Six Sigma project. FREE ACCESS
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    7.  Data Collection Tools
    7m 6s
    In this video, you will learn how to distinguish between data collection tools. FREE ACCESS
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    8.  Effective Data Collection
    3m 37s
    Learn how to distinguish between the three components of effective data collection. FREE ACCESS
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    9.  Data Bias and Errors
    3m 1s
    In this video, you will learn how to distinguish between common sources of bias and error. FREE ACCESS
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    10.  Eliminating Vagueness, Ambiguity, and Bias
    2m 46s
    During this video, you will discover how to match poor data collection practices with the type of issue they represent. FREE ACCESS
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    11.  Understanding Customer Requirements
    8m 16s
    Discover how to classify types of customer requirements. FREE ACCESS
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    12.  Kano Analysis
    2m 3s
    In this video, you will learn how to match three levels of customer needs with their corresponding descriptions. FREE ACCESS
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    13.  Quality Function Deployment
    3m 4s
    During this video, you will learn how to sequence the phases of quality function deployment. FREE ACCESS
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    14.  Understanding HOQ
    1m 44s
    In this video, find out how to identify characteristics of a House of Quality matrix. FREE ACCESS
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    15.  HOQ Diagram: Customer Focus
    1m 19s
    Learn how to identify statements that describe the customer focus in an HOQ diagram. FREE ACCESS
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    16.  HOQ Diagram: Technical Requirements
    2m 41s
    In this video, you will learn how to match each section of the technical focus area of the HOQ with a description of the type of information it contains. FREE ACCESS
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    17.  HOQ Matrix: Translating Voice of the Customer
    4m 45s
    During this video, you will discover how to sequence the steps for creating an HOQ matrix. FREE ACCESS
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    18.  The Interrelationship Matrix
    5m 59s
    Discover how to interpret the patterns in an interrelationship matrix for a given House of Quality. FREE ACCESS
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    19.  HOQ Matrix: Technical Measures and Requirements
    3m 30s
    In this video, you will learn how to identify the purpose of setting measurable goals for technical requirements. FREE ACCESS
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    20.  HOQ Matrix: Technical Correlations
    3m 23s
    During this video, you will learn how to recognize how an HOQ is used to set technical targets. 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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