VOC Y CTQ Definir six sigma

Introduction to the 7 Q's in Defining Stage of Methodology

Overview of the Defining Stage

• Forman González introduces the topic, focusing on the 7 Q's within the defining stage of a methodology aimed at identifying problems to solve within a company.

• The primary goal is to identify which customers are impacted by the process, distinguishing between internal and external customers.

Understanding Customers

• Internal customers are defined as those who are next in line in a process, while external customers are those who pay for products or services provided by the company.

Voice of the Customer (VoC)

• To determine critical quality attributes (7 Q's), understanding the "voice of the customer" (VoC) is essential; it reflects customer expectations regarding service or product quality.

• Examples of critical quality attributes include timely deliveries, maintenance, durability, reliability, and safety.

Case Study: Dulce Pecado

Survey Implementation

• A survey was conducted on October 21, 2020, to gather insights from potential customers about their expectations for delivery services offered by Dulce Pecado.

Customer Expectations

• Results indicated that customers prioritize timely delivery that is safe and reliable while also being cost-effective.

Analyzing Survey Results

Data Collection and Analysis

• The survey yielded responses indicating that 46% of participants expected products not to arrive late.

• A matrix was created based on customer feedback to identify which issues required immediate attention.

Quality Tools Utilization

• Another quality tool mentioned is the "house of quality," used to define relationships between customer desires and company capabilities.