VOC - How to Gather, Prioritize, and Classify
Ken Feldman, Ph.D., Senior Director, Dr Pepper Snapple Group, Plano, TX, USA
Keywords: VOC, Kano, AHP
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.