Six Sigma is about understanding the quality of business and creating a customer-driven organization. But very often the need or voice of the customer is being ignored by the companies either intentionally or unintentionally. Besides that, what the customer wanted is a moving target which is changing constantly.

How to fulfill and satisfy your customers?voices (Y) is depending on your organization capability to identify, collect and analyze customer data and determine critical customer requirements (Xs) as depicted in this customer satisfaction function, Y = f(X). 

In this module, you will learn two important customer survey techniques, Conjoint and Kano Analysis and Quality Function Deployment (QFD) to capture and translate VOC into design, process and product requirements. 

Course objectives:

• To identify your customers and market segmentation.
• To learn basic and advanced survey tools for collecting customer data.
• To capture critical customer requirements.
• To translate VOC into critical customer requirements.

Who Should Attend:  Sales and Marketing, Design, Process, Production, etc.

Course Content:

1. Who are the customers?

- Internal and external customer
- Market segmentation
- Customer loyalty and retention issues.

2. Customer Survey

- Focus group
- Customer follow-up survey
- Complaint handling

3. Kano Analysis

- Kano Model
- Designing Kano Survey
- Case studies

4. Quality Function Deployment (QFD)

- QFD Concept
- QFD Methodology & Planning
- House of Quality
- Case studies

3. Conjoint Analysis

- What is Conjoint Analysis?
- Performing Conjoint Analysis
- Case studies

Course Duration: 2 Days

Training Methodology: Classroom lectures complemented with group case studies and assignments.