Voice of the Customer: Toolkit & Techniques
This business management course covers how to improve customer service using Lean Sigma Six tools to conduct market research and understand consumer behaviour.
Listening to customers and defining their expectations and demands ensures the success of any brand or organisation. But how do you analyse the data collected through surveys, interviews, feedback, complaints and compliments of the customers? This course will teach you the Lean Six Sigma methodology of collecting and analysing the ?Voice of Customer? (VOC) data to reduce waste and defects (variation) and increase customer satisfaction.
What You Will Learn In This Free Course
Lean Six Sigma Methodology
In this module, we’ll introduce you to the Lean Six Sigma methodology and its use in improving product quality, customer satisfaction and reducing costs. You’ll learn about the tools used to collect customer data, customer segmentation, the use of DMAIC for VOC data analysis and what Kano analysis and ‘Critical to Quality Tree’ tools are used for.
Course assessment
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