Voice of the Customer (VoC)
Enhance quality by capturing stated, implied and silent needs
Voice of the Customer (VoC): Enhance Quality by Capturing Stated, Implied and Silent Needs is the first in a series of Insight Reports dedicated to helping you improve your quality management by mastering the Voice of the Customer methods. Nicole Radziwill (Intelex Quality Practice Leader and American Society for Quality Fellow) and Graham Freeman will show you:
- the difference between stated, implied and silent needs
- the best tools and methods for each type of needs, and
- the most innovative tools for the next-generation Voice of the Customer.
70 University Ave #800
Toronto, ON M5J 2M4