Voice of the Customer (VOC) and Critical-to-Quality (CTQ) Voice of Customer (VOC) An important element of Six Sigma is understanding your customer.. • It helps to create a climate of positive change sometimes just listening to customer feedback is a huge leap in customer satisfaction – aka Hawthorne Effect.. Prioritize the results into three categories “A” category for those groups that benefit most ore are affected the most negatively from the process, “B” category, and “C” category for those groups that are affected the least.. How to draft a Six Sigma
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