What does the Voice of the Customer (VOC) directly influence in a project?

Question

Options

• ASIPOC
• BRoot cause analysis
• CCTQ requirements
• DControl limits

• A
  5% (2)
• B
  2% (1)
• C
  91% (39)
• D
  2% (1)

Explanation

Voice of the Customer (VOC) directly influences CTQ (Critical to Quality) requirements because VOC captures what customers need and value, and those needs are then translated into specific, measurable quality requirements that the process must meet - this translation is a foundational step in DMAIC and Design for Six Sigma.

Why the distractors are wrong:

• A (SIPOC): SIPOC is a high-level process map used to define project scope; it identifies suppliers, inputs, processes, outputs, and customers - it doesn't flow from VOC directly.
• B (Root cause analysis): Root cause analysis (fishbone, 5 Whys) happens in the Analyze phase to investigate defects - it's driven by data, not customer voice.
• D (Control limits): Control limits are statistically calculated from process data in the Control phase - they have nothing to do with customer input.

Memory tip: Think of the chain - VOC → CTQ. The customer speaks (Voice), and you listen by turning their words into measurable requirements (CTQ). The phrase "Voice becomes Quality" can help you lock in the connection on exam day.

No community discussion yet for this question.