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
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