Chapter 5. Listening to the Voice of the Customer

  1. Normand L. Frigon and
  2. Harry K. Jackson Jr.

Published Online: 10 NOV 2008

DOI: 10.1002/9780470432716.ch5

Enterprise Excellence: A Practical Guide to World-Class Competition

Enterprise Excellence: A Practical Guide to World-Class Competition

How to Cite

Frigon, N. L. and Jackson, H. K. (2008) Listening to the Voice of the Customer, in Enterprise Excellence: A Practical Guide to World-Class Competition, John Wiley & Sons, Inc., Hoboken, NJ, USA. doi: 10.1002/9780470432716.ch5

Publication History

  1. Published Online: 10 NOV 2008
  2. Published Print: 10 NOV 2008

ISBN Information

Print ISBN: 9780470274736

Online ISBN: 9780470432716

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Keywords:

  • enterprise excellence model and enterprise goals;
  • concept-design-optimize-verify (CDOV);
  • test, analyze, and fix (TAAF) process;
  • voice of the customer (VOC);
  • quality function deployment (QFD)

Summary

This chapter contains sections titled:

  • Voice of the Customer (VOC)

  • Quality Function Deployment

  • CDOV Process

  • Key Points