Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers Flashcards
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Read the first 6 Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers flashcards as text
What distinguishes a 'latent' customer need from a 'stated' customer need in VOC analysis?
Answer: Latent needs are unarticulated and customers may not be consciously aware of them
Latent needs are unspoken requirements that customers cannot easily articulate but that drive significant satisfaction when fulfilled.
A Black Belt is designing a VOC study for a B2B product with a small customer base of 15 accounts. Which data collection method is most appropriate?
Answer: In-depth interviews with key stakeholders at each account
In-depth interviews are ideal for small B2B populations because they capture rich, detailed insights from each high-value account.
When using a VOC table to organize customer feedback, which columns are typically included?
Answer: Customer statement, customer need, CTQ characteristic, and specification
A VOC table translates raw customer statements into structured needs, CTQ characteristics, and measurable specifications.
Which metric best measures the gap between customer expectations and actual perceived performance?
Answer: Customer satisfaction gap score (expectation minus perception)
The gap score directly quantifies the difference between what customers expect and what they perceive they received.
During a VOC analysis, a Black Belt finds that 80% of negative feedback traces back to three root issues. Which principle does this illustrate?
Answer: The Pareto principle
The Pareto principle states that roughly 80% of effects come from 20% of causes, guiding prioritization of the vital few issues.
What is the primary purpose of conducting a gemba visit as part of VOC data collection?
Answer: To observe customers using the product or service in their actual environment
Gemba visits involve going to the actual place where work is done or products are used to observe real customer behavior and context.