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Survey Says: What Goes Wrong & How To Fix It - GoLeanSixSigma.com

Survey Says: What Goes Wrong & How to Fix It

How do other problem-solvers deal with adversity? What's the best way to schedule improvement work? What do people want in a Continuous Improvement leader? We took a few polls so you could find out for yourself! Check out how people like you navigate the Lean Six Sigma world and what…

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Lean Six Sigma Q&A - GoLeanSixSigma.com

Would you recommend a measurable goal/target considering part of the Check/Study phase may require collecting more data and graphing results?

Setting a measurable target is important and hopefully the target considers the Voice of the Customer. The Check/Study Phase determines how far or close you are to meeting the target. Sometimes, not hitting the target means you look for additional countermeasures. Other times, it could mean that you are close enough to the target to…
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Lean Six Sigma Q&A - GoLeanSixSigma.com

Why are customer complaints considered indirect data collection?

Customer complaints are considered “indirect” when they “come over the transom” meaning they are not given face to face, no one is being interviewed or participating in a focus group. If a customer registers a complaint as a personal response to a request for feedback, interview, etc. that would be direct. As an “indirect” example,…
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Voice Of The Customer (VOC) Translation Matrix - GoLeanSixSigma.com

Voice of the Customer (VOC) Translation Matrix

What is a Voice of the Customer (VOC) Translation Matrix? The VOC (Voice of the Customer) Translation Matrix is a tool that helps teams take customer comments, determine the underlying issues represented by those comments and use this information to develop measurable customer requirements. The goal of this tool is…

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Lean Six Sigma Glossary - GoLeanSixSigma.com

Voice of the Customer (VOC)

Voice of the Customer (VOC) is data that represents the needs and wants of your customers. VOC data is collected through various means, including Surveys and Focus Groups. For a better understanding of Voice of the Customer and an overview of Lean Six Sigma, check out our Free Lean Six Sigma Yellow…

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