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Basic Six Sigma Concepts - Coggle Diagram
Basic Six Sigma Concepts
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Voice of Customer(VOC)
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Methods: Surveys, focus groups, interviews, social media
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Specific Feedback
Tools: Beta tests, focus groups (online/in-person), user testing
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Tailored to problems, products, or ideas
General Feedback
Acts as a smoke alarm, indicating potential issues for early intervention
Kroger example: Survey covers satisfaction, cleanliness, service, prices, etc
Obtained through forms, complaint records, and passive methods
Selecting VOC Tools
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Choose based on project needs, budget, and timeline
Consider cost, benefits, and disadvantages
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Basic Metrics
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Rolled Throughput Yield (RTY): Considers rework in the process, indicating waste
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