The
VOC Plan
answers the following questions.
- What approach will you use to
collect the data?
- How much will it cost to
collect the data?
- What type of data are you
interested in?
- What type of analysis do you
expect to perform on the data?
How-to
Before you start, ensure that the goals of the VOC plan are clearly
defined and measured against relevant metrics.
- Have a cross-functional team
complete each section of the form to ensure that you ask customers the correct
questions.
- Develop a strategic plan and
communicate the plan to key personnel. Ensure that key stakeholders and
executives support the VOC plan.
- Communicate VOC data
frequently in a standard report to develop improvement strategies. Immediate
response strategies are preferred.
Consider conducting a VOC audit to determine VOC practices that are used
in your organization. For more information, see the following references.
- M. Larry Shillito (2001).
Acquiring, Processing, and Deploying the Voice of the Customer,
St. Lucie Press.
- Sheila Mello (2002).
Customer-Centric Product Definition, PDC Professional Publishing.
For more information, go to
Add and complete a form.