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Table 2 Voice of the customer steps

From: Using total quality management approach to improve patient safety by preventing medication error incidences**

Step number

Step title

Components

1

Develop a customer–Focused business strategy

- Assess the business needs.

- Identify customer segments.

2

Listening to the VOC

- To obtain useful and valid customer information and feedback:

- Select research methods to gather customer information.

- Probe for complete understanding.

3

Translating voice of the customer (VOC) into critical customer requirements (CCRs).

- Organize and verify customer needs data into CCRs.

- Determine CCR priorities.

- Identify CCR measurement and target

4

Developing measures and indicators

- Translate the CCRs into output indicators:

- Identify and select output indicators.

- Establish output performance targets.