Voice of the Customer

• External and Internal Customers

• Stated vs Real and Perceived Needs

• Cultural Needs

• Unintended Uses

• Functional Needs vs. Technical Features

Customer may specify causes rather than output

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	The. Deming PDCA Cycle	QMS Implementation	FMEA Information	APQP Information
Auditing Information	8-D Problem Solving	Statistics	Error Proofing (Poka Yoke)	Brainstorming
Identifying Waste	Pull Systems	Lead Time Reduction	Planned Maintenance	Quick Setup
Discovering Change	Process Capability - Cp vs. Cpk	Histogram. Animation	Process Loop Animation	Taguchi Loss Function
		Fishbone / Cause and Effects Animation

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