Page 302 - Lean six sigma demystified

280 Lean Six Sigma DemystifieD

Business Plan Design Market Deliver Support
functions
Relationships
4 Strong
2 Medium
1 Weak Importance (1-5) HOW TO PROVIDE IT
Customer
requirements

Good

WANT CUSTOMERS WHAT
Fast WHAT
vs
HOW
Cheap

FIgurE 9-1 • Voice of the customer matrix.

Step Activity

1 Identify your direct and indirect customers.

2 Get the direct customer’s requirements from surveys, focus groups,
interviews, complaints, and correspondence. Review indirect
customer requirements (e.g., regulations, laws, codes). Use the
affinity diagram to combine the direct and indirect customer
requirements into CTQ elements.
3 Enter key customer voice statements on left. Have customers rate
the importance from 1 (low) to 5 (high).
4 Identify and enter key business functions for delivering the
customers requirements along the top.
5 For each box in the center, rate the contribution of the “how” (top)
to the “what” (left). Multiply the importance times the relationship
weight to get the total weight.
6 Total the columns. The highest scores show where to focus your
improvement efforts.