Page 304 - Lean six sigma demystified
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282 Lean Six Sigma DemystifieD
FIgurE 9-3 • QI Macros voice of the customer template.
the VOC has some common requirements no matter what business is involved
(Fig. 9-3).
Customers say things like
• Treat me as though you want my business.
• Deliver products that meet my needs.
• Deliver products or services that work right.
• Be accurate, right the first time.
• Fix it right the first time.
• I want it when I want it.
• Make commitments that meet my needs.
• Meet your commitments.
