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When using the FMEA to assess a service, it’s generally applied to the internal process and assessed by process participants – the people providing the service. If you want to understand the customer experience of receiving the service, then you would be collecting and translating the Voice of the Customer. That involves a different set of activities and tools like surveys, interviews and then the Voice of the Customer Translation Matrix . One is an internal tool and the other collects information from customers who are external to the process

Elisabeth Swan

Elisabeth is a Managing Partner at For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.