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The Voice of the Customer (VOC) and Why it Goes Beyond Lean Six Sigma

Customers “pay the bills,” so it’s important to understand their needs. Customers behavior as key input to strategy and process design. Value driver “levers” are pulled by an external customer. They define the “playing field”. Serve as referee for all competitors. Define “value-added” activity or service. They are always right, even if we cannot meet their needs, or do so profitably.