VOC - How to Gather, Prioritize, and Classify

Ken Feldman, Ph.D., Senior Director, Dr Pepper Snapple Group, Plano, TX, USA

Keywords: VOC, Kano, AHP

Industry: All

Level: Intermediate

ABSTRACT

If you want to learn about the importance of VOC and the concepts behind it, DON’T ATTEND THIS SESSION.  Most people already understand that collection of the Voice of the Customer is important to help an organization focus on what is important and what to improve in their business.  What most people don’t know is HOW to do it.  

In this session, we will present specific tools and methods of how to gather, prioritize and classify VOC information.  Participants will be able to walk away with an Excel workbook that can be used the next day to gather, prioritize and classify information that they obtain from their customers.  The session will be presented as an interactive role play between the Instructor (Company) and someone from the audience (Customer) so you can understand and see how the tools can be used.  This will be one of the most practical sessions you can attend so come early for the best seats.

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