Chapter 5. Listening to the Voice of the Customer
Published Online: 10 NOV 2008
DOI: 10.1002/9780470432716.ch5
Copyright © 2009 Normand L. Frigon & Harry K. Jackson Jr.
Book Title
Enterprise Excellence: A Practical Guide to World-Class Competition
Additional Information
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
- Published Online: 10 NOV 2008
- Published Print: 10 NOV 2008
ISBN Information
Print ISBN: 9780470274736
Online ISBN: 9780470432716
- Summary
- Chapter
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