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Voice Of The Customer (VOC)

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Definition

A compilation of data on the needs and wants of a company’s internal and/or external customers, obtained through various channels such as comment/suggestion boards, focus groups, interviews and market research. VOC can be translated into product or process Specifications using the tool of Quality Function Deployment (QFD).

See Also

Quality Function Deployment (QFD)

External Links

More on Voice of the Customer - http://web2.concordia.ca/Quality/tools/29vocdef.pdf