Page 303 - Lean six sigma demystified

Chapter 9 La S er-Fo C u S ed Pr o C e SS i nnovation 281

The VOC uses the customers’ language to describe what they want from your
business. Using a restaurant as an example to elicit the participant’s VOC for
dining experiences, ask: When you go into a restaurant, what do you want?

Good Get my order right.
I want good food.
I want an accurate bill.
Give me payment options—cash, check, credit card.
Fast Greet me and seat me promptly.
Serve me promptly.
Serve my food when I want it (fast or slow).
Have my check ready.
Cheap Give me good value for money spent.
Don’t waste food.
How do restaurants provide the meals? Greet and seat, take orders, prepare
and serve food, bill, collect. What are the most important processes? Figure 9-2
explores how these requirements and processes interrelate. I have found that

Greet Order Prepare Serve Bill and Collect
Restaurant

Relationships
4 Strong
2 Medium
1 Weak Importance (1-5) Take drink order Take food order Order supplies Customer check
Customer Prepare order Serve order Take payment
requirements 5 Greet Seat
(direct and indirect) Good I want an 5 4 3
Get my order right
I want good food
accurate bill
Give me payment
options
Greet me and seat
me promptly 5 4
(Voice of the customer Cheap I want it 4 5 4
Serve me promptly
Fast
Serve my food when
Have my check ready
Give me good value
for money spent
3
Don't waste food
4 4 12 12 6 16 8 8 4

FIgurE 9-2 • Restaurant voice of the customer.