{"id":6180,"date":"2023-07-09T21:12:16","date_gmt":"2023-07-09T19:12:16","guid":{"rendered":"https:\/\/www.improven.nl\/?page_id=6180"},"modified":"2023-07-09T21:13:13","modified_gmt":"2023-07-09T19:13:13","slug":"voc-voice-of-the-customer","status":"publish","type":"page","link":"https:\/\/www.improven.nl\/en\/voc-voice-of-the-customer\/","title":{"rendered":"VOC - VOICE OF THE CUSTOMER"},"content":{"rendered":"<div class=\"row\"  id=\"row-1508666736\">\n\n\t<div id=\"col-2104943659\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\t<div id=\"text-3637664328\" class=\"text\">\n\t\t\n<h2>VOC - VOICE OF THE CUSTOMER<\/h2>\n\t\t\n<style>\n#text-3637664328 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding1.png\" alt=\"\" width=\"13\" height=\"16\" \/><strong><span style=\"color: #023b7e;\"> Description<\/span><\/strong><\/p>\n<p>A customer's feedback on expectations and experiences about products or services.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding2.png\" alt=\"\" width=\"15\" height=\"15\" \/> <span style=\"color: #023b7e;\"><strong>When<\/strong><\/span><\/p>\n<p>In the phases Imaging, Measuring and Analysing problem.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding3.png\" alt=\"\" width=\"18\" height=\"18\" \/> <strong><span style=\"color: #023b7e;\">Goals<\/span><\/strong><\/p>\n<p>Understanding the different customers of the process and their associated requirements and wishes. With the ultimate goal of identifying basic requirements in order to use this to add focus to your project.<\/p>\n<div class=\"row\"  id=\"row-1870216095\">\n\n\t<div id=\"col-1411348177\" class=\"col medium-6 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding4.png\" alt=\"\" width=\"14\" height=\"17\" \/>\u00a0<span style=\"color: #023b7e;\"><strong>Steps<\/strong><\/span><\/p>\n<ol>\n<li>Identify the customer(s).<\/li>\n<li>Inventory customer requirements through:<\/li>\n<\/ol>\n<p>- interviews;<\/p>\n<p>- workshops with customer groups (customer panels);<\/p>\n<p>- customer surveys;<\/p>\n<p>- complaint forms.<\/p>\n<ol start=\"3\">\n<li>Examine whether there are differences in customers and needs.<\/li>\n<li>Determine which customer wants\/needs are most important (use the Kano model).<\/li>\n<li>Focus on the most important needs first.<\/li>\n<\/ol>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-110282893\" class=\"col medium-6 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<p><img loading=\"lazy\" decoding=\"async\" style=\"color: #555555;\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding5.png\" alt=\"\" width=\"20\" height=\"10\" \/><span style=\"color: #555555;\">\u00a0<\/span><strong style=\"color: #555555;\"><span style=\"color: #023b7e;\">Examples<\/span><\/strong><\/p>\n<p>Within an organisation, the 'Reserving meeting rooms' project was launched. This project focuses on having the right room available at the right time.<\/p>\n<p>To identify customer needs, several interviews and surveys were conducted. Complaints and customer queries were also analysed. Next, customer wishes were prioritised using the Kano model. The following diagram shows part of this analysis. The basic wishes were picked up first.<\/p>\n\t<div class=\"img has-hover afgerond x md-x lg-x y md-y lg-y\" id=\"image_676151766\">\n\t\t\t\t\t\t\t\t<div class=\"img-inner dark\" >\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1007\" height=\"334\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Voc1.png\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Voc1.png 1007w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Voc1-400x133.png 400w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Voc1-768x255.png 768w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Voc1-18x6.png 18w\" sizes=\"auto, (max-width: 1007px) 100vw, 1007px\" \/>\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n<style>\n#image_676151766 {\n  width: 100%;\n}\n<\/style>\n\t<\/div>\n\t\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n<p><span style=\"color: #023b7e;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding6.png\" alt=\"\" width=\"12\" height=\"17\" \/><strong> Tips:<\/strong><\/span><\/p>\n<ul>\n<li>From the SIPOC you have gained insight into the customers, use this as a starting point. Are there other customers to be identified and are there differences in needs?<\/li>\n<li>Use the Kano model to prioritise customer requirements.<\/li>\n<\/ul>\n\n\t<section class=\"section dark\" id=\"section_1861759034\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\r\n\r\n<div class=\"row align-middle\"  id=\"row-1993331262\">\r\n\r\n\n\t<div id=\"col-1639081074\" class=\"col medium-3 small-12 large-3\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\r\n\r\n\t<div class=\"img has-hover afgerond x md-x lg-x y md-y lg-y\" id=\"image_356008885\">\n\t\t\t\t\t\t\t\t<div class=\"img-inner dark\" >\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416.jpg\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416.jpg 400w, https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416-150x150.jpg 150w, https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416-300x300.jpg 300w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n<style>\n#image_356008885 {\n  width: 100%;\n}\n<\/style>\n\t<\/div>\n\t\r\n\r\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\r\n\n\t<div id=\"col-1113900205\" class=\"col medium-9 small-12 large-9\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\r\n<h2>For more questions on this topic<\/h2>\r\n<a href=\"tel:+31620490982\" class=\"button white is-outline\" style=\"border-radius:99px;\">\n\t<i class=\"icon-phone\" aria-hidden=\"true\"><\/i>\t<span>+31 6 20 49 09 82<\/span>\n\t<\/a>\n\r\n\r\n<a href=\"mailto:andre.van.hofwegen@improven.nl\" class=\"button white is-outline\" style=\"border-radius:99px;\">\n\t<i class=\"icon-envelop\" aria-hidden=\"true\"><\/i>\t<span>Andre van Hofwegen<\/span>\n\t<\/a>\n\r\n\r\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\r\n\r\n<\/div>\r\n\r\n\t\t<\/div>\n\n\t\t\n<style>\n#section_1861759034 {\n  padding-top: 30px;\n  padding-bottom: 30px;\n  background-color: #163152;\n}\n<\/style>\n\t<\/section>\n\t\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cybocfi_hide_featured_image":"","footnotes":""},"class_list":["post-6180","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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