1. Voice of the Customer ISR Danbury, CT

2. 2 2009 Goodrich Corporation Internal Voice of the Customer - ISR v1 Objectives At the end of this discussion, you should be able to: Use VoC to identify true Customer intent Identify conflicts between written and unwritten requirements and processes And be able to introduce this concept to your employees

3. What is a customer? A customer, also called client, buyer, or purchaser, is usually used to refer to a current or potential buyer or user of your products. How do you currently identify Customer Requirements? Exercise 1:

4. VoC Illustration

5. What is Voice of the Customer? Voice of the Customer (VoC) is the name used to describe a process of communication where there is give and take to ensure that requirements and expectations are clearly defined, documented, and understood by all parties involved.

6. Step 1: Pre-Work Step 2: VoC Question and Answer Session Step 3: Output Conduct Document Review Prepare Probing Questions Establish Initial Non-Leading Question Customers true intent is established Send pre-determined questions to customer before VoC Session VoC Sessions (1 day) Capture the Customers Voice with Questions: Non Leading Clarifying Probing Traditional VoC Process Flow 1-2 days 3 rd day

7. Step 1: Pre-Work Step 3: Output Review documents provided by customer i.e. Purchase Orders, Drawings, Emails, RFQ, RFP, Statement of Work, Emails, Tech Specifications, etc Generate questions to ask Customer during VoC question & answer session. (Send to customer in advance) Ask customer predetermined questions resulting from pre-work. Listen actively and capture customer response. Confirm response with Customer Customer agrees to captured response Establish the Customers Intent Everyday VoC Process Flow Step 2: VoC Question and Answer Session 1day event

8. Doing your Pre-Work Before you approach your customer do your homework to ensure you are asking the right questions. Prepping may include reviewing documents such as: Statement of work (SOW) Drawing Purchase Orders Request for Quotes Request for Pricing Request for Information Technical specifications Contractual requirements / ITARS Memos, e-mails Any communication provided by your customer Send the questions to your customer prior to your scheduled meeting to ensure that they are prepared to answers all your questions adequately.

9. Question and answer session with your customer Customer Responds Actively listen and capture customer response Ask question Verify response with customer Document for your use! And repeat for each question Recommendation: Set the tone of the meeting with a positive greeting to engage customer in VoC. Does Customer agree with captured response Supplier Customer Make sure the customers intent is clearly understood YesNo

10. 10 2009 Goodrich Corporation Internal Voice of the Customer - ISR v1 What Can Voice of the Customer Do? Understanding the customers needs helps you work with customers resulting in the following: Improved Quality Reduce errors Reduce/ Eliminate ambiguity Eliminate the unknown Improve data integrity Improved Delivery Identify true delivery dates/lead times Shorten total turn around time Improved Communication Increase your knowledge base Build teamwork, respect, and cooperation Help set priorities and organize tasks in order of importance

11. 11 2009 Goodrich Corporation Internal Voice of the Customer - ISR v1 When is the Process Complete? Supplier When you are satisfied that all issues or gray areas are completely removed and you have the confirmation from your customer that what you are providing them is what they intended. Customer For ISR Danbury, its when we are confident that our suppliers have a true understanding of our intent/need and all areas of concern are resolved.

12. VoC Questions