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Mahindra MIQ
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Voice of Customer (VoC) & Quality Function Deployment (QFD)

Overview

This is an application oriented program. Simple and systematic way of capturing the customer expectations and converting them into system characteristics are taught which can be applied by the people who are directly connected with customers.

Objectives

The program aims to develop knowledge on the process of capturing customer voice and how to translate the customer expectations to system level characteristics.

Course Contents

Overview on Kano model of customer needs, How to capture customer voices and prioritize, Quality Function Deployment.

  • Eligibility

    Engineers/Executives with 2 to 5 years of experience involved in customer support areas like Marketing, Sales & Service, Design & development

  • Duration
    2 Days
  • Venue
    Mahindra Institute of Quality (MIQ), Nashik
Methodology
  • Classroom learning
  • Self-learning teams (SLT)
  • Individual and team exercises
  • Case studies and exercises on real life data
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