Understanding the Voice of the Customer

1 module


Course Length
1.5 hours

Vector International



Lean Six Sigma application begins and ends with the customer.  This course emphasizes the importance of understanding the customer requirements and covers important techniques, such as the Kano model and analysis, for evaluating customer requirements.  A systematic approach to identifying and prioritizing the customer requirements is critical in ensuring that organizations deliver value-added products in the most cost effective manner.

Course participants will appreciate the importance of the customer in Lean Six Sigma application, while learning how to obtain and prioritize the customer stated and unstated requirements.  This will lead to the delivery of better products and services to the market at a faster rate and at lower cost.


Course Learning Objectives

  • To understand the importance of the voice of the customer (VOC) as a pre-requisite to determining the critical to quality characteristics (CTQs) and eventually delighting our customers
  • To examine how we capture the voice of the customer (VOC)
  • To understand the basics of the Kano model and how it can be applied to enhance the customer experience
  • Learn how to use and interpret the Kano Diagram and the Kano Evaluation Table


By completing/passing this course, you will attain the certificate Understanding the voice of the customer

Module 3: Understanding the Voice of the Customer
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Before you begin an online course, please make sure your computer meets the technical requirements described below. The course package is compatible to desktops and tablets.

Technical Requirements

• A computer with reliable internet access
• Sound Card and Speakers
•  Adobe Acrobat Reader
• Speakers and sound card for audio
• Internet browser and MS windows

The courses have 2 versions. Flash & HTML5. The flash version plays on desktops and HTML5 version plays on tablets. The launch file detects the platform and opens the appropriate version automatically. Works on all your devices- PC, Mac, Smartphones, Tablets.
Recommended display Settings of at least 1024 X 768 Screen Size

Registration/Payment method
Online course registration is available through this website only. For online course purchases, we accept payment via Paypal or any major credit cards such as  American Express, VISA and  Mastercard.

Refund Policy
Online courses are NOT eligible for refunds. Your purchase of an online course is final. Please be sure that you understand the technical requirements and that you will have appropriate online access BEFORE you purchase.


If our students are have difficulty  in grasping a concept or its application, they can contact us for assistance via email at support@vector-international.com.


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