By Rama SwamyWhile training traditional software services personnel it becomes imperative to give an experiential feeling in the classroom. Traditional practitioners tend to undermine the power of Six Sigma tools. An example could be the apparent simplicity of Voice of the Customer (VOC). Using case studies and sharing success stories will help develop conviction in practitioners.
Role Playing Voice Of The Customer
In the trainings that I have conducted, we have a group of sixteen to twenty people. Sixteen is ideal as the class can be split into groups of four each.
After the theory of Voice of the Customer is explained, the class is split into teams of four. Each team conceptualises a product or service and obtains the VOC from a partner team. The team then comes up with a questionnaire for Kano survey using the inputs from the Voice of Customer. It would be also useful to throw in a few slides on questioning techniques. The paired teams then administer the mock Kano survey on each other and come up with a rating on the requirements. Each team is then asked to present the VOC table and the Kano survey results to the class.
The above method reinforces learning and has been found to be a very useful method to cause a paradigm shift.
About The Author
Rama Swamy is a Six Sigma Black Belt in Wipro Technologies, and supports the Energy and Utilities Vertical. Rama Swamy possesses 3 years experience as a facilitator of Six Sigma projects and more than 10 years experience in project deliveries. He can be reached at rama.swamy@wipro.com
