Voice of the Customer: Capture and Analysis

Hardcover | November 14, 2007

byKai Yang

not yet rated|write a review

Discover All the Advantages of Using Design for Six Sigmato Develop and Build Customer Value-Based Products

Voice of the Customer Capture and Analysis equips Six Sigma you with the skills needed to create and deploy surveys, capture real customers need with ethnographic methods, immediately analyze the results, and coordinate and drive responsive actions.

Quality expert Kai Yang explains how to utilize the statistical methods of Design for Six Sigma to identify key customer needs and assess the cost of poor quality. He then shows how to design robust products to meet those needs, optimize product life cycles, and accurately validate their findings.

Voice of the Customer Capture and Analysis features a wealth of information on Six Sigma and value creation…customer survey design, administration, and analysis…ethnographic research…process management and Lean Product Development…the deployment of customer value into products-DFSS…and value engineering. This product design tool enables you to:

  • Minimize sources of response and measurement error
  • Discern customer preferences
  • Design VOC research to minimize mistranslation
  • Respond to analytical implications of VOC data
  • Optimize design to decrease sensitivity of CTQs to process parameters

    With the help of Voice of the Customer Capture and Analysis, you can now acquire the skills needed to truly understand a customer's wants and needs, in order to develop and build optimal products.

    Most Design for Six Sigma product development teams fall short of truly understanding their customers' want and needs until it is too late. Market research studies and reports simply do not provide sufficient guidance. Today's Six Sigma practitioners need a comprehensive approach to designing and building customer value-based products.

    Voice of the Customer Capture and Analysis now gives you the ability to create and deploy surveys, capture real voice of the customer in the field, immediately analyze the results, and coordinate and drive responsive actions.

    This powerful product-development tool demonstrates how to utilize the statistical methods of Design for Six Sigma to identify key customer needs …assess the cost of poor quality…design robust products to meet those needs…optimize product life cycles…and accurately validate their findings.

    By using the expert methods, strategies, and guidelines presented in Voice of the Customer Capture and Analysis, you can:

    • Harness VOC data to create value-based products
    • Employ Design for Six Sigma to optimize value creation
    • Become proactive in gathering VOC information
    • Improve customer survey design, administration, and analysis
    • Accurately process VOC data
    • Deploy customer value into products-DFSS
    • Perform effective quality function deployment (QFD)
    • Get the most out of value engineering
    • Capitalize on creative design methods
    • Utilize process management and Lean Product Development
    • Apply statistical techniques and Six Sigma metrics

      This wide-ranging resource will give you the ability to minimize sources of response and measurement error …clearly discern customer preferences…design VOC research to minimize the perils of mistranslation…respond to analytical implications of VOC data …and optimize design to decrease sensitivity of CTQs to process parameters.

      Comprehensive and authoritative, Voice of the Customer Capture and Analysis provides you with all the tools you need to fully understand customer needs and wants_and then develop and build outstanding products that meet, or exceed, customer expectations.

Pricing and Purchase Info

$127.38 online
$137.95 list price (save 7%)
In stock online
Ships free on orders over $25

From the Publisher

Discover All the Advantages of Using Design for Six Sigmato Develop and Build Customer Value-Based Products Voice of the Customer Capture and Analysis equips Six Sigma you with the skills needed to create and deploy surveys, capture real customers need with ethnographic methods, immediately analyze the results, and coordinate and d...

Kai Yang, Ph.D. has extensive experience in many areas of quality and reliability engineering. He is also an associate professor of industrial and manufacturing engineering at Wayne State University.

other books by Kai Yang

Design for Six Sigma, Chapter 1 - Quality Concepts
Design for Six Sigma, Chapter 1 - Quality Concepts

Kobo ebook|Aug 15 2008

$7.09 online$9.12list price(save 22%)
Design for Six Sigma, Chapter 6 - DFSS Transfer Function and Scorecards
Design for Six Sigma, Chapter 6 - DFSS Transfer Functio...

Kobo ebook|Aug 15 2008

$7.09 online$9.12list price(save 22%)
Design for Six Sigma, Chapter 2 - Six Sigma and Lean Fundamentals
Design for Six Sigma, Chapter 2 - Six Sigma and Lean Fu...

Kobo ebook|Aug 15 2008

$7.09 online$9.12list price(save 22%)
see all books by Kai Yang
Format:HardcoverDimensions:416 pages, 9.1 × 6.4 × 1.04 inPublished:November 14, 2007Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0071465448

ISBN - 13:9780071465441

Look for similar items by category:

Customer Reviews of Voice of the Customer: Capture and Analysis

Reviews

Extra Content

Table of Contents

Chapter 1: Value, Innovation, and the Voice of the Customer
Chapter 2: The Product Development Process
Chapter 3: Customer Value and the Voice of the Customer
Chapter 4: Customer Survey Design, Administration, and Analysis
Chapter 5: Proactive Customer Information Gathering--Ethnographic Methods
Chapter 6: VOC Data Processing
Chapter 7: Quality Function Deployment (QFD)
Chapter 8: Customer Value Creation by Brand Development
Chapter 9: Value Engineering
Chapter 10: Customer Value Creation Through Creative Design (TRIZ)
Chapter 11: Statistical Basics and Six Sigma Metrics
References
Index