Help Manual

Contents






Sigma Magic Help Version 19

VOC Table

Overview

Customers are critical for any business. Many different avenues exist to capture the customer's voice, such as interviews, focus groups, market research, surveys, etc. However, as we collect the Voice of the Customer (VOC) from many different sources, we usually find that customers do not always explain their needs completely and accurately. To truly benefit from the VOC, we need to understand not only what features and services they desire but also why they desire them so that we may better meet their needs compared to the competition. A VOC table can help us translate verbatim customer statements into metrics that are measurable and actionable by the team.

To add the VOC Table tool to your worksheet, click on Project and then select VOC Table.

Inputs

Click on Analysis Setup to open the menu options for this tool.

Setup

A sample screenshot of the setup menu is shown below.
Input Dialog
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Analysis Type: Specify the tool format for this analysis. This selection is not enabled since there is only one format available.
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Num Tasks: Specify the number of customer comments to include in this analysis. This information is used to reformat your worksheet and create a table for data entry. Note that any data below this table will be cleared.
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View Example: Click on this button to open the example file. You can view the example to get an idea of how to fill out this tool, or you can use the example as a starting point and modify it to meet your project needs.
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Help Button: Click on this button to open the help file for this topic.
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Cancel Button: Click on this button to cancel all changes to the settings and exit this dialog box.
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Create Design: If this is your first time using this template, click this button to format the worksheet template. You can also update the worksheet format any time, but remember that you may lose any data entered on this worksheet. Once you are happy with the worksheet template layout, you must enter any required data on the worksheet. When the data entered into the worksheet is complete, you can click on Analysis Setup and then Compute Outputs to generate analysis results.
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Analyze Design: Click on this button to save all changes and compute the outputs for this analysis. Review the results of your analysis and make changes to your inputs if required to update analysis results.

Checklist

You will see the following dialog box if you click the Checklist button. Checklist The checklist contains a few pointers on things you must pay particular attention to while performing this analysis. The checklist has been derived from experience working on past projects. Not all the checklist items need to apply to you. However, you should carefully review the checklist and apply any recommendations that make sense for your project. Make sure to read each checklist item and mark it as completed after you have read and taken actions as appropriate for your project.
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Item: The items on the checklist are listed on the left
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Status: The status of whether the checklist has been answered is listed on the right.
Ideally, all items on the checklist should be marked as reviewed/completed.

Worksheet

Fill out the VOC Table tool on the worksheet. Use the following guidelines:
  • Identify all your customer segments.
  • Capture the verbatim statements from your customers. You may want to use the affinity diagram to consolidate the statements and eliminate duplicates. Make sure to capture all the issues raised by your customers. Different methods for VOC data collection are used to capture the VOC statements.
  • Transcribe the key issues from the customer statements using your team and prior knowledge about your product or service. Make sure that your team's biases are not reflected here.
  • Translate the key issue to a Critical to Quality (CTQ). A CTQ is something that is important to the customer and is measurable.
  • Determine which of your CTQs would be your primary and secondary metrics. Ensure that you pick the right metrics for your project.
  • Establish targets and specifications for these CTQs. Ensure the targets come from the customer rather than internal business perceptions.

Verify

If you click the Verify button, the software will perform some checks on the data you entered. A sample screenshot of the dialog box is shown in the figure below. Verify The software checks if you have correctly specified the input options and entered the required data on the worksheet. The results of the analysis checks are listed on the right. If the checks are passed, they are shown as green checkmarks. If the verification checks fail, they are shown as a red cross. If the verification checks result in a warning, they are shown in the orange exclamation mark, and finally, any checks that are required to be performed by the user are shown as blue info icons.
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Item: The left-hand side shows the major tabs and the items checked within each section
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Status: The right-hand side shows the status of the checks.
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Overall Status: The overall status of all the checks for the given analysis is shown here. The overall status check shows a green thumps-up sign if everything is okay and a red thumps-down sign if any checks have not passed. Note that you cannot proceed with generating analysis results for some analyses if the overall status is not okay.

Outputs

Click on Compute Outputs to generate the outputs from this analysis. A sample screenshot of the worksheet is shown below. Outputs The following message is displayed upon successful completion of this analysis: Output Message

Examples

The following examples are in the software's Examples folder.
  • Use the VOC Table to translate the voice of the customer to critical customer requirements (VOC Table 1.xlsx).


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