Used to quantitatively describe the pain in the current process. It should address four
critical components:
1. What is the problem?
2. When/Where is it hurting?
3. What is the magnitude of the problem?
4. What are the consequences of the problem?
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Problem Statement
Methodology that can be used to capture the customer needs. It helps capture these
needs through stated verbatim comments. Classification of VOC falls into five distinct
categories (AICPS):
1. Voice of (A)associate
,2. Voice of (I)nvestor
3. Voice of ©ustomer
4. Voice of ℗rocess
5. Voice of (S)supplier
VOC capture methods include:
1. Surveys
2. Interviews
3. Focus Groups (Staff Council)
4. Suggestions
5. Observations
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Voice of Customer (VOC)
A clear, concise and compelling way to describe a business or new business concept
in 30 seconds; a differentiating vision to encourage potential investors or employees
to learn more.
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Elevator Speech
What is the extent of the problem? Involves three steps:
1. Identify what to measure
2. Plan & collect data
3. Determine baseline performance
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, Measure
In this step, you try to define the problem from the customer's perspective.
Tools include:
1. Voice of Customer (VOC)
2. Affinity Diagram
3. Translating Needs to Requirements
4. Kano Analysis
5. Critical to Quality (CTQ) Tree
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Define Phase, Step 1: Understand customer and business requirements
In this step, you confirm if the root causes have a significant impact on the problem. In
other words, you validate the root causes. Our objective is to boil down to just 3 to 6
root causes of the identified list of trivial many root causes. These 3 to 6 root causes
are called vital few X's.
Hypothesis Testing is the primary technique used in this step. The concept of
hypothesis testing will enable you to learn a number of statistical tests including:
Tools include:
1. 1-Sample t
2. 2-Sample t
3. Paired t
4. One-Way ANOVA
5. 1-Variance
6. 2-Variance
7. Test of Equal Variances
8. 1-Sample Sign
9. Mann Whitney
critical components:
1. What is the problem?
2. When/Where is it hurting?
3. What is the magnitude of the problem?
4. What are the consequences of the problem?
Give this one a try later!
Problem Statement
Methodology that can be used to capture the customer needs. It helps capture these
needs through stated verbatim comments. Classification of VOC falls into five distinct
categories (AICPS):
1. Voice of (A)associate
,2. Voice of (I)nvestor
3. Voice of ©ustomer
4. Voice of ℗rocess
5. Voice of (S)supplier
VOC capture methods include:
1. Surveys
2. Interviews
3. Focus Groups (Staff Council)
4. Suggestions
5. Observations
Give this one a try later!
Voice of Customer (VOC)
A clear, concise and compelling way to describe a business or new business concept
in 30 seconds; a differentiating vision to encourage potential investors or employees
to learn more.
Give this one a try later!
Elevator Speech
What is the extent of the problem? Involves three steps:
1. Identify what to measure
2. Plan & collect data
3. Determine baseline performance
Give this one a try later!
, Measure
In this step, you try to define the problem from the customer's perspective.
Tools include:
1. Voice of Customer (VOC)
2. Affinity Diagram
3. Translating Needs to Requirements
4. Kano Analysis
5. Critical to Quality (CTQ) Tree
Give this one a try later!
Define Phase, Step 1: Understand customer and business requirements
In this step, you confirm if the root causes have a significant impact on the problem. In
other words, you validate the root causes. Our objective is to boil down to just 3 to 6
root causes of the identified list of trivial many root causes. These 3 to 6 root causes
are called vital few X's.
Hypothesis Testing is the primary technique used in this step. The concept of
hypothesis testing will enable you to learn a number of statistical tests including:
Tools include:
1. 1-Sample t
2. 2-Sample t
3. Paired t
4. One-Way ANOVA
5. 1-Variance
6. 2-Variance
7. Test of Equal Variances
8. 1-Sample Sign
9. Mann Whitney
