When we assess the Voice of the Customer we are attempting to determine the gaps in our processes between "what is" and __________________.

Question

Options

• A"What isn't"
• B"What will make money"
• C"What will cost less"
• D"What should be"

• A
  16% (5)
• B
  6% (2)
• C
  3% (1)
• D
  75% (24)

Explanation

Voice of the Customer (VoC) is a process improvement methodology - rooted in Six Sigma and Lean - that captures customer needs, expectations, and preferences to identify where current processes fall short of the ideal state. Option D ("What should be") is correct because VoC analysis is explicitly about bridging the gap between the current state ("what is") and the desired/ideal state ("what should be") as defined by the customer.

Why the distractors are wrong:

• A ("What isn't") is vague and meaningless in context - it doesn't describe a target state or improvement goal.
• B ("What will make money") describes a financial motive, not a customer-driven quality gap - that's a business objective, not a VoC output.
• C ("What will cost less") reflects cost reduction thinking, which may be a result of process improvement but is not what VoC measures.

Memory tip: Think of VoC as a GPS - it needs two coordinates: where you are ("what is") and where you should be ("what should be"). Without the destination, you can't navigate the gap.

No community discussion yet for this question.