According to the ASQ Quality Glossary, voice of the customer (VOC) is defined as, “The expressed requirements and expectations of customers relative to products or services, as documented and disseminated to the providing organization’s members.”
It’s safe to say that all quality practitioners are familiar with the control charting terms “common cause” and “special cause” variation. However, how many have really thought about their interpretations and associated action plans which could also add to variation?
If you aren’t excited about manufacturing today, you might need to visit Mississippi. There you’ll find the PACCAR Engine Company (PEC) plant, where process improvement has been a constant since its launch in June 2010.