Leaderboard

Process voice Process Voices captures the four distinct “voices” for any given process. The Voice of the Business (VOB) reflects the needs of management. The Voice of the Employee (VOE) relays what it feels like to work within the process. The Voice of the Customer (VOC) details the needs of the end user The Voice of the Process (VOP) lists the waste, rework and other observed process issues. (refernece : goleansixsigma website https://goleansixsigma.com/process-voices/) When we drill down only to VOC and VOB further down The voice of the customer identifies needs and requirements of customer The VoC gives the following aspects for the study of Affordability Need and expectations Accuracy Responsive Flexibility Friendliness Convenient The voice of the business is derived from financial information and data. The VoB gives the following aspects for the study of Process complexity. Strategic Direction of the business Financial capability Market share and its weakness Utilization of investment capital Research and development status Production environment and conditions And when we study VOC we also work on KANO model where We check for BASIC need of the customer, What our Product satisfy the need and When the customer is Delighted (delighted feature) 1)every patient to be treated immediately once he enter the hospital with in 15 min of entry (foot count is 10 patients per hr ) there are 2 doctors only and the Average time to diagnose is 10 min in the above case The foot count ratio to diagnose time and no of doctors create a perfect equilibrium, but when it comes to the Goal of within 15 min may not be addressed if foot count is all patients come in 1st 10 min of the hr and here we are talking about Averages Here VOC of service of delight within 15 min May become a conflict to address this The Business cannot add equal number of doctors to equal number of patients for various reasons. This may also result in poor feedback from customer with the delight expectation and waiting time Many examples can be made such as 1) Medicine should be sweet for Patients but Due to the ingredients of chemical composition Business cannot make the Medicines sweet 2) Cost of Service to be cheaper in Hotel but Business needs to cater many other needs which make it costlier including profit margin 3) Food should be served Hot in Fast food during winter/rainy season (pizza Delivery) but business cannot put a hot oven while transport and deliver HOT due to its infrastructure, working model and costing needs 4) Reaching destination in Fastest Possible time at average 60km/hr but there are problems with Vehicle max speed and cost to power ratios, quantity and mode of transport. The funny VOC to VOB is in organisation conflicts between boss and employee Boss orders the employee at 6.00pm Today that he needs the presentation by morning 9.00am tomorrow at the same time The presentation should have 6 days of data to be recorded for which the process implemented yesterday. Which result in a conflict of process, process environment, expectation and need of Customer (BOSS)