Six Sigma Tools – II : VOC, KANO analysis

Description

INTRODUCTION

This course on Six Sigma Tools – II : VOC, KANO analysis is part of the Six Sigma Specialization series that is designed to give an introductory and intermediate level of familiarization of Six Sigma concepts and tools.

Six Sigma is a systematic improvement process leading to process design / redesign. It uses several statistical tools and is widely applicable to any process – be it in manufacturing or functional areas. The benefits of Six Sigma are widely acknowledged in several industries and for several different processes – many industries have saved many millions of dollars

Six Sigma coupled with other processes like lean manufacturing form a lethal combination leading to radical improvements and huge savings of time, effort and money.

An understanding of the principles is essential for all – both in management and technical workforce.

LEARNING OBJECTIVES

This course covers the Six Sigma Tools – II : VOC, KANO analysis. 

Voice of Customer is the customer’s voice, expectations, preferences, comments, of a product or service in discussion.

Customer is the one who buys or uses your products/services and he/she is the one who receives the process output. We broadly classify customers into two categories:

1. Internal Customers: Internal Customers are the ones who are internal to the organization. They are Management, Employee(s) or Any Functional Department in your organization.
2. External Customers: External Customers are not a part of the organization. They are either the ones who use our product(s) or service(s) or have vested interest in the organization. For e.g. Clients, End-Customers, Shareholders, among others.

Customers may have many stated needs which are often vague and generally are “wants” from a product/service. Needs are important critical features and Wants are expectations of the product or service over and beyond the needs. If the product/service is not able to fulfill “Wants” of the customer, the customer may only be highly displeased / dissatisfied. However, if the product/service is not able to fulfill “Needs” of the customer, he/she will not use the product/service and there is a high likelihood that he/she will switch to competitors product/service. Organizations reputation may also be at stake if “Needs” are not met.

Requirement is an attribute of the product or service which fulfils the needs of a customer. Customer defines these requirements, which are the “musts” of a product or service.

Voice of Customer (VOC) methodology can be used to capture the customer needs – both current (stated needs) and latent (unstated needs). VOC helps capture the needs of customer through stated verbatim comments (customer voices). It helps translate verbatim comments (customer voices) into customer needs to product/service output characteristics (customer requirements).

The Kano Model is used to visually model the customer provided characteristics versus the level of satisfaction each characteristic delivers. This tool is used after gathering the Voice of the Customer (VOC) phase.

It is a graphical model that shows the relationship between each characteristic to the level of customer satisfaction. It is used to organize and prioritize activities to design and/or improve.

We will discuss these topics in this course.  

On completion of this series, the user will have a good knowledge of:

• Tools used in Define stage – Project charter, Thought map, SIPOC, Value Stream Map, Zero Loss studies to identify bottleneck machine / operation (in manufacturing), Cause and Effect matrix, Failure Mode Effect Analysis
• Measuring the process – Measurement System Analysis. This may be more relevant for processes related to manufacturing
• Improvement methods and related statistical tools of Hypothesis testing – Chi squared test, t test, Analysis of variance (ANOVA)
• Control strategies for sustenance of the improvements made by design or redesign of processes

After this series, the participant can appreciate any topic on Six Sigma which are at fundamental or intermediate levels. On completion of the series the participant will be ready to enroll in Advanced courses on Six Sigma that lead to a formal certification as a White Belt or Yellow Belt or Green Belt or Black Belt.

ALL of our courses in this series is developed based on decades of front-line industry experience of the instructor. 

WHO SHOULD TAKE THIS COURSE

Anyone who is involved with any process, be it manufacturing or transactional. It is uniformly applicable across any function. This course is equally important to any operator or management staff.

The series should form mandatory knowledge for any professional in manufacturing or Supply Chain or Project Management or HR or any function and especially a new employee.

This course is ALSO part of the is a Bundled Specialization course titled Six Sigma Specialization. You might also want to consider  to take the course on Lean Manufacturing Tools Specialization along with this course.

COURSE CONTENT 

• INTRODUCTION
• VALUE
  • Voice of the Customer (VOC)
  • Value perspectives
  • VOC tools
• SURVEY
  • Questions and rating systems
  • Tips for writing survey questions
• KANO ANALYSIS
  • What is Kano analysis
  • Why to use Kano analysis
  • When to use Kano analysis
  • Customer needs
  • Examples – KANO Analysis
  • Summary – KANO analysis
• KANO ANALYSIS – STEPS & EXAMPLES
  • KANO analysis – Step 1
  • KANO analysis – Step 2 and 3
  • KANO analysis – Step 4
  • KANO analysis – Step 5
• HOUSE OF QUALITY & QFD
• REFERENCES & COURSE HANDOUTS
• FINAL QUIZ