Voice of the customer capture and analysis: using design for Six Sigma metrics

Capturing and analyzing Voice of Customer (VOC) data is one of the hardest tasks faced by many product design teams. Yang gives them the ability to create and deploy surveys, immediately analyze the results, and coordinate and drive responsive actions. Most design for six sigma product development teams fall short on truly understanding their customers' wants and needs until it is too late. Market research studies and reports are not enough, they need more. In this book, Yang demonstrates how Design for Six Sigma's statistical methods can be deployed to: identify key customer needs and assess the cost of poor quality, design robust product to meet those needs, optimize product life cycles, and accurately validate their findings.

Chapter 1: Voice of customers and value creation. Chapter 2: Six Sigma and Value Creation. Chapter 3: Gathering voice of customers. Chapter 4: Customer Survey Design, Administration and Analysis. Chapter 5: Proactive customer information gathering. Chapter 6: VOC data processing. Chapter 7: Deploy customer value into products-DFSS. Chapter 8: Quality Function Deployment (QFD). Chapter 9: Value Engineering. Chapter 10: Creative Design Methods. Chapter 11: Process Management and Lean Six Sigma. Chapter 12: Statistical Basics and Six Sigma Metrics.