VoC Techniques

However, they also present potential risks to patients and HCPs regarding the distribution of poor-quality information, damage to professional image, breaches of patient privacy, violation of personal–professional boundaries, and licensing or legal issues.

“These include issues related to patient privacy, fraud and abuse, tax-exempt status, and physician licensing.” Willett also explained that friending patients on social media sites may pose risks under Health Insurance Portability and Accountability Act (HIPAA) and state privacy laws.

Social media use by patients was found to affect the healthcare professional and patient relationship, by leading to more equal communication between the patient and healthcare professional, increased switching of doctors, harmonious relationships, and suboptimal interaction between the patient and healthcare …

Survey research a research method involving the use of standardized questionnaires or interviews to collect data about people and their preferences, thoughts, and behaviors in a systematic manner.

1. Customer Interviews. Customer interviews are one of the traditional techniques to collect VoC data.
2. Online Customer Surveys. Another great way to capture VoC is by conducting online customer surveys.
3. Live Chat.
4. Social Media.
5. Website Behavior.
6. Recorded Call Data.
7. Online Customer Reviews.
8. In-Person Surveys.

Social listening. Social media is a great resource for collecting VOC data online. Your customer’s posts describing positive interactions or sharing complaints with your company provide a great insight into their expectations, and how you’re currently delivering on those.

Key Points. Critical to Quality (CTQ) Trees help you translate broad customer needs into specific, actionable, measurable performance requirements. You can then use these requirements to deliver high quality products and services. CTQ Trees were originally developed as part of the Six Sigma methodology.

The Six Sigma certification comes in various skill levels: White Belt, Yellow Belt, Green Belt, Black Belt, and Master Black Belt. These certifications can be obtained through an accreditation body like the American Society for Quality (ASQ).

A Critical to Quality Tree (also known as a CTQ Tree) is a Six Sigma tool used to identify the needs of the customer and translate that information into measurable product and process requirements. It allows organizations to understand the characteristics of a product or service that most drives quality for customers.

Basic Steps Needed in CTQ

1. Identify who your customers are.
2. Collect VOC (Voice of the Customer) data.
3. Analyze the VOC data that you collected.
4. Create a list of CTQ requirements.
5. Pick one CTQ requirement and make a CTQ tree* for that particular one.

For example, in 1984, Garvin [16] has described quality from five different views: 1) Transcendental view: Quality, as synonymous with “innate excellence”, is something we can recognize but not define; 2) User view: This is a personal, subjective view of quality, which lies in the eyes of the beholders; i.e., quality …

A SIPOC diagram is a tool used by a team to identify all relevant elements of a process improvement project before work begins. It helps define a complex project that may not be well scoped, and is typically employed at the Measure phase of the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology.

SIPOC-R stands for suppliers, inputs, process, outputs, customers, and requirements. Suppliers: Systems, people, organizations, or other sources of the materials, information, or other resources that are consumed or transformed in the process.

SIPOC is a tool that summarizes the inputs and outputs of one or more processes in table form. It’s an acronym that stands for Supplies, Inputs, Process, Outputs and Customers. Some organizations use the opposite acronym COPIS, which puts the customer first and illustrates the value of the customer to the organization.

Benefits of a SIPOC include:

• Provide input for training materials and process documentation.
• Provide a starting point for process improvement or transformation.
• Provide a consistent approach for analyzing and improving a process.
• Provide a simple and high-level view of the process and its elements.

A SIPOC is a simple process mapping tool used to map the entire chain of events from trigger to delivery of the target process. SIPOC is an acronym for supplier-input-process-output-customer.

one Thomas Smith

Suppliers: The entities that provide whatever is worked on in the process (information, forms, material). The supplier may be an outside vendor or another division or a coworker (as an internal supplier). Input: The information or material provided by the supplier and used by the process.

What is a SIPOC Process Map? A high-level process map is a simple depiction of the four to eight key steps within a process. The purpose of using this tool is to illustrate the importance of customer needs and process outputs being the same.

A SIPOC map can be created quickly by drawing a table of five columns then title them respectively as: suppliers, inputs, process, outputs and customers. You can then add each of the SIPOC elements in the appropriate column.

In COPIS, we see the process as per customer’s point of view; we work on the voice of the customers. We produce as per customer’s requirements, that is the output, and following the steps to produce the outputs with the relevant inputs and their suppliers. COPIS is used by the service industry.