External<\/strong> – The real focus of Six Sigma is to provide near defect-free goods and services to the customer. To identify suitable projects, ask the following questions with the Voice of the Customer, Voice of the Market, and the Voice of the Process in mind.<\/p>\n\n\n\n Internal<\/strong> – Look for areas of trouble, frustration, or opportunities to improve. Talk to employees and management. Don\u2019t just think about manufacturing process problems. Are the business processes working smoothly? Do you know where defects are hurting the business (billing, order entry, scheduling, etc.)? To find suitable projects, use the following:<\/p>\n\n\n\n The \u201cvoice of the customer\u201d is a process used to capture the requirements\/feedback from the customer (internal or external) to provide the customers with the best in class service\/product quality. This process is all about being proactive and constantly innovative to capture the changing requirements of the customers with time.<\/p>\n\n\n\n It is the customer\u2019s voice, expectations, preferences, comments, of a product or service in discussion. It is the statement made by the customer on a particular product or service.<\/p>\n\n\n\n Customer Identification:<\/strong><\/p>\n\n\n\n Customer is the one who buys or uses your products\/services and he\/she is the one who receives the process output. We broadly classify customers into two categories:<\/p>\n\n\n\n Customer Needs and Requirements:<\/strong><\/p>\n\n\n\n Need is a desire or an expectation of a customer from a given product or service. Customers may have many stated needs which are often vague and generally are \u201cwants\u201d from a product\/service.<\/p>\n\n\n\n For example Customer requires an Air-Conditioner for its use in his\/her bed-room. The real need of the customer is cool temperature in the bedroom. Similarly, the real want from the Air-Conditioner is it has to be quite, cost-effective and maintenance free. When the customer states his\/her requirements, we will often get to hear that the need is \u201cCool Temperature, Less Noise (quite), Cost Effective and Free of Maintenance\u201d. However, \u201cCool Temperature\u201d is the need and the rest are just wants. It is important for the project team to understand the stated needs of the customer and separate them from wants.<\/p>\n\n\n\n The main reason that we separate needs and wants are: Needs are important critical features and Wants are expectations of the product or service over and beyond the needs. If the product\/service is not able to fulfill \u201cWants\u201d of the customer, the customer may only be highly displeased \/ dissatisfied. However, if the product\/service is not able to fulfill \u201cNeeds\u201d of the customer, he\/she will not use the product\/service and there is a high likelihood that he\/she will switch to competitors product\/service. Organizations reputation may also be at stake if \u201cNeeds\u201d are not met.<\/p>\n\n\n\n Requirement is an attribute of the product or service which fulfills the needs of a customer. Customer defines these requirements and are the \u201cmusts\u201d of a product or service.<\/p>\n\n\n\n For example in the above example of an air-conditioner, customer\u2019s requirement is \u201cCool Temperature\u201d and the rest are \u201cGood to Have\u201d features. Customer will not buy the Air-Conditioner if all of \u201cGood to Have\u201d features are present but the \u201cRequirement(s)\u201d are not fulfilled. However, customer may buy the product\/service if the \u201cRequirement\u201d is fulfilled and \u201cGood to Have\u201d features are present or not present.<\/p>\n\n\n\n Translating Voices to Needs:<\/strong><\/p>\n\n\n\n Voice of Customer (VOC) methodology can be used to capture the customer needs \u2013 both current (stated needs) and latent (unstated needs). VOC methodology helps capture the needs of customer through stated verbatim comments (customer voices). It helps translate verbatim comments (customer voices) into customer needs to product\/service output characteristics (customer requirements).<\/p>\n\n\n\n Voice of Customer (VOC) Methods:<\/strong><\/p>\n\n\n\n Below is a sample of Voice of Customer that is translated into a Requirement:<\/p>\n\n\n\n The typical approach to Six Sigma project identification and selection is heavy on selection techniques but light on identification techniques. A number of criteria can be used to select Six Sigma projects A project should have identifiable process inputs and outputs. A good project should never have a pre-determined solution. If you already know the…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-108829","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\n![\"\"](\"https:\/\/www.vskills.in\/lms\/wp-content\/uploads\/2017\/07\/image049.jpg\")
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