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UNDERSTAND THE CUSTOMER EXPECTATION
UNDERSTAND THE CUSTOMER EXPECTATION
Customer expectations are captured from the VOC (Voice of Customer) or VOB (Voice of Business). These two sources come together to develop the output that the process must meet.
VOC (Voice of Costumers) captures customer expectations on experience, speed, cost, quality and business outcomes explicitly.
VOB (Voice of Business) captures the stated and unstated needs of the shareholder/business owners. A Business scorecard is a commonly used tool to capture the VOB.
VOC and VOB are analyzed using tools to convert the customer’s expectations to measurable outcomes.
CUSTOMER EXPECTATIONS TO OUTCOMES
CUSTOMER EXPECTATIONS TO OUTCOMES
Collect and Categorize the VOC/VOB.
Identify a measurable way of tracking VOC/VOB.
Define the operational and business performance outcomes.
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