High Priority

摘要

ASQ Defines Voice of the customer (VOC) as "the expressed requirements and expectations of customers relative to products or services, as documented and disseminated to the providing organization's members."1rnWhile early VOC analyses focused on product design, its use in business-to-business interactions has become more prevalent today. As the United States moves closer to becoming a service-based economy, it becomes important to deliver high-quality services and interactions. In this economy, it is critical to get closer to customers by increasing effectiveness and reducing failures. Conducting a VOC analysis is one way to address these challenges.