Voice of the Customer is a Lean Six Sigma technique to determine __________________ attributes of a product or service.

Question

Options

• AAt least 6
• BThe profitable
• CCritical-to-Quality
• DThe majority of the

• A
  4% (2)
• B
  16% (8)
• C
  74% (37)
• D
  6% (3)

Explanation

Voice of the Customer (VoC) is a structured Lean Six Sigma research process used to capture customer needs, expectations, and requirements - specifically to identify Critical-to-Quality (CTQ) attributes, which are the measurable characteristics of a product or service that directly impact customer satisfaction. Option C is correct because CTQs are the core output of the VoC process, translating "what the customer wants" into specific, quantifiable quality standards that teams can measure and improve.

Why the distractors are wrong:

• A ("At least 6") is a numeric fabrication with no basis in VoC methodology - there's no minimum count for attributes.
• B ("The profitable") confuses customer quality requirements with financial metrics; VoC is about satisfaction, not revenue.
• D ("The majority of the") is grammatically incomplete and conceptually vague - VoC targets critical attributes, not simply the most common ones.

Memory tip: Think VoC → CTQ as a pipeline - the customer's voice gets translated into Critical-to-Quality specs. The word "critical" in CTQ is your cue: VoC finds what matters most to the customer, not just anything or everything.

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