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

Question

Options

• ADesirable
• BBeneficial
• CCritical-to-Quality
• DPreferred

• A
  12% (3)
• B
  8% (2)
• C
  76% (19)
• D
  4% (1)

Explanation

Voice of the Customer (VoC) is a Lean Six Sigma research technique specifically designed to capture customer requirements and translate them into Critical-to-Quality (CTQ) characteristics - the measurable, specific attributes that must be met to satisfy the customer. Options A (Desirable), B (Beneficial), and D (Preferred) are all tempting but imprecise; they describe general positive qualities without the technical rigor that CTQ implies - CTQ attributes are defined, measurable, and directly linked to customer satisfaction thresholds. The VoC→CTQ relationship is foundational to the DMAIC Define phase: you listen to customers, then convert their sometimes vague needs into quantifiable CTQ specifications that drive the rest of the project.

Memory tip: Think "VoC = Voice → CTQ = Critical Translation Quality" - VoC hears the customer; CTQ translates what they said into engineering requirements. If a feature isn't critical enough to measure and control, it's not a CTQ.

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