{"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\/nl\/voc-voice-of-the-customer\/","title":{"rendered":"VOC &#8211; VOICE OF THE CUSTOMER"},"content":{"rendered":"<div class=\"row\"  id=\"row-1592388690\">\n\n\t<div id=\"col-541153399\" 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-303786954\" class=\"text\">\n\t\t\n<h2>VOC &#8211; VOICE OF THE CUSTOMER<\/h2>\n\t\t\n<style>\n#text-303786954 {\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;\"> Omschrijving<\/span><\/strong><\/p>\n<p>De terugkoppeling van een klant over de verwachtingen en ervaringen over producten of diensten.<\/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>Wanneer<\/strong><\/span><\/p>\n<p>In de fasen Beeldvormen, Meten en Analyseren probleem.<\/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;\">Doelen<\/span><\/strong><\/p>\n<p>Inzicht hebben in de verschillende klanten van het proces en de bijbehorende eisen en wensen. Met als uiteindelijk doel om de basiswensen te identificeren om hiermee focus in je project te kunnen aanbrengen.<\/p>\n<div class=\"row\"  id=\"row-1293238640\">\n\n\t<div id=\"col-2102479982\" 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>Stappen<\/strong><\/span><\/p>\n<ol>\n<li>Identificeer de klant(en).<\/li>\n<li>Inventariseer de klantwensen door middel van:<\/li>\n<\/ol>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 interviews;<\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 workshops met klantgroepen (klantpanels);<\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 klantonderzoeken;<\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 klachtenformulieren.<\/p>\n<ol start=\"3\">\n<li>Onderzoek of er verschillen in klanten en behoeftes zijn.<\/li>\n<li>Bepaal welke klantwensen\/behoeftes het belangrijkst zijn (gebruik het Kano- model).<\/li>\n<li>Richt je als eerste op de belangrijkste behoeftes.<\/li>\n<\/ol>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-966526388\" 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;\">Voorbeelden<\/span><\/strong><\/p>\n<p>Binnen een organisatie is het project \u2018Reserveren vergaderruimtes\u2019 gestart. Dit project richt zich op het beschikbaar zijn van de juiste ruimte om het juiste moment.<\/p>\n<p>Om de klantwensen te identificeren, zijn verschillende gesprekken gevoerd en enqu\u00eates uitgezet. Ook zijn klachten en klantvragen geanalyseerd. Vervolgens zijn de klantwensen geprioriteerd met het Kano-model. In het volgende schema zie je een gedeelte van deze analyse. De basiswensen zijn als eerste opgepakt.<\/p>\n\t<div class=\"img has-hover afgerond x md-x lg-x y md-y lg-y\" id=\"image_498146942\">\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_498146942 {\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>Vanuit de SIPOC heb je inzicht gekregen in de klanten, gebruik dit als uitgangspunt. Zijn er nog meer klanten te onderkennen en zijn er verschillen in behoeftes?<\/li>\n<li>Gebruik het Kano-model om de klantwensen te prioriteren.<\/li>\n<\/ul>\n\n\t<section class=\"section dark\" id=\"section_1546191969\">\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-303195741\">\r\n\r\n\n\t<div id=\"col-1995882384\" 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_1527105555\">\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_1527105555 {\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-722195686\" 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>Voor meer vragen over dit onderwerp<\/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_1546191969 {\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>\n","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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