Standardize and Establish Voice of the Customer Process using DMAIC Methodology

Abstract

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.