6. Capturing the Voice of the Customer

  1. Rajesh Jugulum and
  2. Philip Samuel

Published Online: 24 MAR 2008

DOI: 10.1002/9780470282199.ch6

Design for Lean Six Sigma: A Holistic Approach to Design and Innovation

Design for Lean Six Sigma: A Holistic Approach to Design and Innovation

How to Cite

Jugulum, R. and Samuel, P. (2008) Capturing the Voice of the Customer, in Design for Lean Six Sigma: A Holistic Approach to Design and Innovation, John Wiley & Sons, Inc., Hoboken, NJ, USA. doi: 10.1002/9780470282199.ch6

Publication History

  1. Published Online: 24 MAR 2008
  2. Published Print: 2 APR 2008

ISBN Information

Print ISBN: 9780470007518

Online ISBN: 9780470282199

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Keywords:

  • customer expectations;
  • CTS (critical to satisfaction);
  • customer–producer relationship;
  • collecting customer expectations;
  • focus group method

Summary

This chapter contains sections titled:

  • Defining Elements of Customer–Producer Relationship

  • Customer Expectations

  • Methods of Collecting Customer Expectations

  • Research Ethics