Standardize and Establish Voice of the Customer Process using DMAIC Methodology
Zusammenfassung
This research project was focused in
the Voice of the Customer process robustness.
Voice of the Customer process does not have a
clear procedure to creates a standardize survey and
analyze the data that has been collected. In order
to understand the issues happening at the
Engineering department an investigation project
was developed. This investigation was documented
using the DMAIC methodology. This methodology
have a lot of tools that are very helpful to document
and analyze all the data regarding the process. In
the Define phase the tool used was the Project
Charter. It was used to document the project title,
area affected, problem statement and benefits of the
project. The tools used in the Measure phase were
the Thought Process Map, the SIPOC and the
Process Map. During this phase it was identified
the current baseline as the basis for improvement.
This baseline was compared to the performance
metric at the conclusion of the project to determine
objectively whether significant improvement have
been made. The actual process metrics were used
in the Analyze phase to evaluate the process. The
Cause and Effect Matrix and the 7 Waste analysis
were also performed during this phase. These tools
helped to identify the root causes of the problem,
and the possible actions needed to resolve it. The
major problem was that the voice of the customer
process was not documented properly and all the
department areas had their own way to do it. In the
Improve phase it was defined that an internal
procedure will be created to document this process
and all the impacted areas will need to follow it.
The Control phase data demonstrates that the
actions implemented were effective because all the
engineering department areas have a VOC data
and a robust analysis of this data.
Key Terms DMAIC, Voice of the
Customer.