Voice of the customer

The articles customer request and voice of the customer overlap thematically. Help me to better differentiate or merge the articles (→  instructions ) . To do this, take part in the relevant redundancy discussion . Please remove this module only after the redundancy has been completely processed and do not forget to include the relevant entry on the redundancy discussion page{{ Done | 1 = ~~~~}}to mark. Solomon Dandy ( discussion ) 08:56, 19 Mar. 2018 (CET)

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With a link to an educational or consulting institute, the neutral point of view is not maintained and this is probably not valid evidence, i. H. so that the whole text is completely free of documents. See also these requirements for receipts.
Thank you, there are still more, especially reception for an established concept.

The voice of the customer , also in German-speaking countries mostly called Voice of the Customer (VOC), is a term that is used in business and in information technology (e.g. in ITIL ) to describe the process of recording expectations, Describe the customer's likes and dislikes in order to identify expressed and unspoken customer requests. The voice of the customer also describes the technology in market research , which produces a detailed data set of customer wishes and needs, organizes them in a hierarchical structure and then prioritizes them in terms of relative importance and satisfaction with current alternatives. Voice of the Customer studies typically consist of qualitative and quantitative research steps. They are usually carried out at the beginning of every new product definition, process or service design initiative in order to better understand the wishes and needs of the customer. It serves as a key input for new product definitions, quality function representation and the definition of detailed design specifications.

There are many ways to gather the information you need, such as focus groups , individual interviews, contextual surveys, ethnographic techniques, etc. This is a series of structured in-depth interviews that focus on customers' experiences with current products or alternatives within the category under consideration focus. The demand information is then extracted, organized into a more user-friendly hierarchy, and then prioritized by customers. In addition, customer complaints can also be used as reactive sources.

It is crucial that the core product development team is involved in this process from the start. They must be the ones who are in charge of defining the topic, designing the sample (i.e. customer types), generating the questions for the discussion guides, conducting or observing and analyzing the interviews, and extracting and processing the statements of need.

According to Six Sigma , the definition of VOC is: Voice of the Customer means the voice of the customer that is made out by the process results. It corresponds to the needs, demands and wishes of customers and is also referred to as customer requirements. In the strict definition, based on Quality Function Deployment (QFD), the term customer refers to the external customer of the supplying company.

Individual evidence

1. ↑ ^{a b} Voice of the Customer projektmagazin.de
2. ↑ Voice of the customer
3. ^ Robert Schmit: Basic knowledge of quality management , Symposion Publishin, 2015, ISBN 978-3863296759 , p. 188 [1]
4. ↑ Voice of the Customer - definition, possible uses, requirements, results. Retrieved January 24, 2018 .