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Voice of the Customerby Kai Yang
Synopses & Reviews
Discover All the Advantages of Using Design for Six Sigma to Develop and Build Customer Value-Based Products
Voice of the Customer Capture and Analysis equips Six Sigma you with the skills needed to create and deploy surveys, capture real customers need with ethnographic methods, immediately analyze the results, and coordinate and drive responsive actions.
Quality expert Kai Yang explains how to utilize the statistical methods of Design for Six Sigma to identify key customer needs and assess the cost of poor quality. He then shows how to design robust products to meet those needs, optimize product life cycles, and accurately validate their findings.
Voice of the Customer Capture and Analysis features a wealth of information on Six Sigma and value creation…customer survey design, administration, and analysis…ethnographic research…process management and Lean Product Development…the deployment of customer value into products-DFSS…and value engineering. This product design tool enables you to:
With the help of Voice of the Customer Capture and Analysis, you can now acquire the skills needed to truly understand a customer's wants and needs, in order to develop and build optimal products.
Most Design for Six Sigma product development teams fall short of truly understanding their customers' want and needs until it is too late. Market research studies and reports simply do not provide sufficient guidance. Today's Six Sigma practitioners need a comprehensive approach to designing and building customer value-based products.
Voice of the Customer Capture and Analysis now gives you the ability to create and deploy surveys, capture real voice of the customer in the field, immediately analyze the results, and coordinate and drive responsive actions.
This powerful product-development tool demonstrates how to utilize the statistical methods of Design for Six Sigma to identify key customer needs …assess the cost of poor quality…design robust products to meet those needs…optimize product life cycles…and accurately validate their findings.
By using the expert methods, strategies, and guidelines presented in Voice of the Customer Capture and Analysis, you can:
This wide-ranging resource will give you the ability to minimize sources of response and measurement error …clearly discern customer preferences…design VOC research to minimize the perils of mistranslation…respond to analytical implications of VOC data …and optimize design to decrease sensitivity of CTQs to process parameters.
Comprehensive and authoritative, Voice of the Customer Capture and Analysis provides you with all the tools you need to fully understand customer needs and wants_and then develop and build outstanding products that meet, or exceed, customer expectations.
Identify key customer needs with Six Sigma Capturing and analyzing Voice of Customer (VOC) data is one of the hardest tasks faced by many product design teams. Yang gives them the ability to create and deploy surveys, immediately analyze the results, and coordinate and drive responsive actions. Most design for six sigma product development teams fall short on truly understanding their customers' wants and needs until it is too late. Market research studies and reports are not enough, they need more. In this book, Yang demonstrates how Design for Six Sigma’ s statistical methods can be deployed to: identify key customer needs and assess the cost of poor quality, design robust product to meet those needs, optimize product life cycles, and accurately validate their findings.
About the Author
Kai Yang, Ph.D. has extensive experience in many areasof quality and reliability engineering. He is also an associate professor ofindustrial and manufacturing engineering at Wayne State University.
Table of Contents
Value, innovation, and the voice of the customer — The product development process — Customer value and the voice of the customer — Customer survey design, administration, and analysis — Proactive customer information gathering : ethnographic methods — VOC data processing — Quality Function Deployment (QFD) — Customer value creation by brand development — Value engineering — Customer value creation through creative design (TRIZ) — Statistical basics and six sigma metrics.
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