Voice of the Customer: Toolkit and Techniques

Name: Voice of the Customer: Toolkit and Techniques
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Learn how to map the success of any product based on customers' experiences and expectations in this free online course.

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Learning Outcomes

In this free course, you will learn how to:

Define ‘Lean’, ‘Six Sigma’ and ‘Lean Six Sigma’
Explain the DMAIC model followed as part of the Lean Six Sigma methodology
List the benefits of using the Lean Six Sigma approach in increasing the productivity of any organisation
Explain the process of customer segmentation and the types and sources of customer data
Discuss the tools used for collecting customer data
Summarise the purpose and preferred outcomes of Kano analysis and CTQ tree
Relate the use of VOC tools for understanding customer needs and expectations

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