Understanding the Voice of Customers: The Essential Elements

2010 ◽  
pp. 61-80
Keyword(s):  
Essential Elements ◽  
The Voice ◽  
Voice Of Customers

Developing House of Quality by integrating top roof and side roof matrices and service TRIZ with a case study in banking services

2016 ◽  
Vol 28 (4) ◽  
pp. 597-612 ◽  
Author(s):  
Arash Shahin ◽  
Elham Bagheri Iraj ◽  
Hossein Vaez Shahrestani
Keyword(s):  
House Of Quality ◽  
Customer Requirements ◽  
Correlation Matrices ◽  
Banking Services ◽  
New Approach ◽  
Content Type ◽  
Innovative Solution ◽  
The Voice ◽  
Voice Of Customers

Purpose – The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ). Design/methodology/approach – Prioritization of the influence of the weights in correlation matrices of “Whats” and “Hows” (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions. Findings – Findings imply that the use of roof and side roof weights can influence the priorities of “Whats” and “Hows.” Research limitations/implications – Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate. Originality/value – A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of “Whats” and “Hows” in HoQ.

scholarly journals PROPOSED KITCHEN DESIGN FOR COMPLYING ELDERLY NEEDS

2021 ◽  
Vol 6 (3) ◽  
pp. 50-58
Author(s):  
Hari Purnomo ◽  
Arya Yudhistira
Keyword(s):  
Nursing Home ◽  
Design Thinking ◽  
Food Storage ◽  
Rank Test ◽  
Signed Rank ◽  
Wilcoxon Signed Rank Test ◽  
Signed Rank Test ◽  
Voice Of Customer ◽  
The Voice ◽  
Voice Of Customers

29 Million elderly had accidents during 2014, and caused 29 thousand of death in 2016.  Once of the biggest potential risk for elderly is a kitchen. It caused nursing home, needs to be more consent in designing kitchen for elderly. The purpose of this research was to design comfort kitchen for elderly by using design thinking approach. Design thinking utilized voice of customer to made a decision. It has an excessed as prototype redundant test to gain the voice of customers. Based on the customer needs, this research designed a kitchen with some racks near the dishwasher, applied some handrails in several places, sitting place to wash the dish and to cook, applied a food storage. Kitchen designed without any stairs and create a storage to placing the walker. This proposed design was tested by Wilcoxon signed-rank test to prove the differences the new design with the precedence design

scholarly journals PENGEMBANGAN PRODUK KURSI SUDUT PADA UKM PENGRAJIN BAMBU DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) (Study Kasus :UD.Tiga Putri di Gunung Sari, NUSA TENGGARA BARAT)

2014 ◽  
Vol 4 (1) ◽  
Author(s):  
I Made Suartika ◽  
A.A. ALit Triadi ◽  
Fira Dwika Aprentari Rayes
Keyword(s):  
Product Development ◽  
Design Process ◽  
Quality Function Deployment ◽  
New Product ◽  
Average Score ◽  
Finishing Process ◽  
Quality Product ◽  
The Voice ◽  
Voice Of Customers ◽  
Qfd Method

The more demands of the consumers for quality product have made the industry develop product which can satisfy the customers. This study aimed at finding out the design process and the product development which observed the customer’s needs and wants, and developed the initial design to obtain the design which met customer’s wants and needs.This study employed QFD method to identify the Voice of Customers (VoC). VoC was obtained through questionnaire, distibuted to 90 customers from 3 UKMs, i.e. UD Tiga Puteri, and two competitor UKMs, UKM Debu and UKM Mia Bamboo Collection. The questionnare distribution was undertaken to find the lavel of the customer’s interest, so that the UKM needed to develop a new product which met the customers’ satisfaction.From the three studied design, the old design (A) and the two new designs (B and C), the new desigm of chair (C) was the most appealing to the customers, with the average grade of 4.26, and the least appealing was the chair with the design (A) with the average score of 3.54. As for the bamboo chair product development according to the priority for improvement were, respectively, finishing process with priority contribution of 5.7, the strength value with the priority contribution of 2.5, durability with priority contribution of 1.9, and the aspect with the lowest priority value was colour with the score of 0.9.

Some Features of the Siamese Speech and Writing

1924 ◽  
Vol 56 (S1) ◽  
pp. 11-31
Author(s):  
Cornelius Bradley
Keyword(s):  
Essential Elements ◽  
Chinese Dialects ◽  
Per Se ◽  
The Voice

The Siamese is the southernmost outlier of the great family of the Chinese dialects. Its kinship with them is shown, first, by its monosyllabic vocabulary; and second, by the peculiar use it makes of tonal inflections of the voice, not as a part of its rhetorical apparatus, but as essential elements of individual words, quite as indispensable for their right enunciation and interpretation as are the consonants and vowels that make up their framework. Their kinship is further shown by a singular feature of the content and use of words in both—a quality which is often called their abstractness. To me, however, that term seems wholly inappropriate, for it apparently denies what is one of the most conspicuous features of both languages, namely, their concreteness. The fact apparently is this: In both languages the words are symbols of conceptsper se, being wholly devoid of inflectional apparatus to express and define their relations with other words in the sentence. They are, therefore, free to function in any syntactical relation not incompatible with their essential meaning. The very same thing has to a notable degree become not only possible but even common in modern English, as a result of the disappearance of the inflectional and derivational apparatus that formerly prevented nouns from taking on the functions of verbs, adjectives, and adverbs, andvice versa.

scholarly journals Corporate listening: unlocking insights from VOC, VOE and VOS for mutual benefits

2020 ◽  
Vol 25 (3) ◽  
pp. 377-393
Author(s):  
Jim Macnamara
Keyword(s):  
No Value ◽  
Multinational Corporation ◽  
Active Listening ◽  
Participatory Action ◽  
Multiple Stakeholders ◽  
Content Type ◽  
Depth Study ◽  
And Performance ◽  
The Voice ◽  
Voice Of Customers

PurposeComparatively, while the voice of customers, employees, and other stakeholders have been identified as key components of corporate and marketing communication, little attention has been paid to how organizations listen to, make sense of, and use the information provided. The research reported in this article examined how a multinational corporation and its subsidiaries listen to their customers, employees, and other stakeholders and explored how corporate listening can be improved for mutual benefits.Design/methodology/approachThis article reports participatory action research within a multinational corporation operating in Europe, Canada and Australia, which set out to become a “listening organization” to improve its relationships and performance. The research was informed by interviews, observation, content analysis of relevant documents, and critical reflection.FindingsThis analysis illustrates the need for and benefits of looking beyond statistical data to analyze textual, aural and visual data available from call centers, open-end survey comments, complaints, correspondence, social media and other sources, and it identifies methods, tools and technologies for ethical insightful corporate listening.Research limitations/implicationsThis article advocates a “turn” from a focus on voice to focus on listening, noting that expression of the voice of customers, employees and other stakeholders has no value to them or organizations without active listening.Originality/valueThis paper reports an in-depth study of corporate listening to multiple stakeholders and identifies opportunities for increased insights and understanding that can lead to tangible benefits for both organizations and their stakeholders.

Kano-HOQ-GRA Hybrid Methodology for Customer-Driven Product Development

2019 ◽  
pp. 120-139 ◽  
Author(s):  
K. G. Durga Prasad ◽  
K. D. S. Sravani ◽  
B. L. Manasa
Keyword(s):  
Product Development ◽  
Relationship Matrix ◽  
Weighting Method ◽  
Customer Needs ◽  
Design Requirements ◽  
Grey Relational ◽  
Hearts And Minds ◽  
The Voice ◽  
Voice Of Customers ◽  
Hybrid Methodology

In order to attain the expectations of the customers and to win their hearts and minds, manufacturing firms are looking towards customer-focused design approach for developing their products. This chapter is devoted to present a hybrid methodology for developing products with customer focus. The methodology is developed by using house of quality (HOQ) with the aid of other techniques, namely, Kano, Swing weighting method (SWM), and Grey relational analysis (GRA). HOQ serves a tool for mapping customers' perception and designers' conception during product development. The Kano helps to understand and categorize the customer needs which is required to capture the voice of customers. The mapping of customer needs and design requirements in inter-relationship matrix of HOQ is carried by using SWM. There may be a scope for ambiguity while preparing inter-relationship matrix due to insufficient data with the design team. It affects ranking of design requirements. To address this issue, GRA is employed. An illustrative example is presented in this chapter to demonstrate the methodology.

Analysing the voice of customers by a hybrid fuzzy decision-making approach in a developing country's automotive market

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hannan Amoozad Mahdiraji ◽  
Khalid Hafeez ◽  
Hamidreza Kord ◽  
AliAsghar Abbasi Kamardi
Keyword(s):  
Decision Making ◽  
Large Scale ◽  
Large Set ◽  
Automotive Sector ◽  
Price Variation ◽  
Content Type ◽  
Customer Complaints ◽  
Fuzzy Delphi ◽  
The Voice ◽  
Voice Of Customers

PurposeThis paper analyses the voice of customers (VoCs) using a hybrid clustering multi-criteria decision-making (MCDM) approach. The proposed method serves as an efficient tool for how to approach multiple decision-making involving a large set of countrywide customer complaints in the Iranian automotive sector.Design/methodology/approachThe countrywide data comprising 3,342 customer complaints (VoCs) were gathered. A total of seven determinant complaint criteria were identified in brainstorming sessions with three groups (six each) of experts employing the fuzzy Delphi method. The weights of these criteria were assigned by applying the fuzzy best–worst method (FBWM) to identify the severity of the complaints. Subsequently, the complaints were clustered into five categories with respective customer locations (province), car type and manufacturer using the K-mean method and further prioritised and ranked employing the fuzzy complex proportional assessment of alternatives (FCOPRAS) method.FindingsThe results indicated that the majority of complaints (1,027) from the various regions of the country belonged to one specific model of car made by a particular producer. The analyses revealed that only a few complaints were related to product quality, with the majority related to service and financial processes including delays in automobile delivery, delays in calculating monthly instalments, price variation, failure to provide a registration ( licence) and failure to supply the agreed product. The proposed method is an efficient way to solve large-scale multidimensional problems and provide a robust and reliable set of results.Practical implicationsThe proposed method makes it much easier for management to deal with complaints by significantly reducing their number. The highest-ranked complaints from customers of the car industry in Iran are those related to delivery time, price alternations, customer service support and quality issues. Surveying the list of complaints shows that paying attention to the four most voiced complaints can reduce them more than 54%. Management can make appropriate strategies to improve the production quality as well as business processes, thus producing a significant number of customer complaints.Originality/valueThis paper proposes a comprehensive approach to critically analyse the VoCs by combining qualitative and decision-making approaches including K-mean, FCOPRAS, fuzzy Delphi and FBWM. This is the first paper that analyses the VoCs in the automotive sector in a developing country’s context involving large-scale decision-making problem-solving.

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