Huawei Company: Voice of the Client or Customer (aka VOC) (Essay Sample)

Voice of the Customer
Name:
Affiliate:
Code:
Date:
Voice of the Customer
Voice of the client or customer (VOC) is a process utilized to attain feedback or requirements from customers with the view of improving quality so as to offer customers with the best quality products (Mazur, & Belt, 2014). The process entails being proactive and usually or consistently innovative in formulating new methods of changing customer requirements with time. Total Quality Management (TQM) is a process of quality management which is customer based and service oriented (Mazur, & Belt, 2014). This theory of TQM was first formulated in Japan then later spread globally. Most firms make use of this theory to improve their product quality. Joseph Juran established his theory called Joseph Juran’s theory. His work his usually referred to as Quality Trilogy (Juran, 2016). His theory of trilogy states that quality is made up of three major segments; quality planning, quality control, and quality improvement. If a project, product or service is to be successful, it has to improve its quality which must be well planned and controlled. According to him, there are few steps to attain QTM which are; progress monitoring, creating awareness of customer needs and opportunities, organizational goals improvements, performance recognition, reporting of the result, tracking improvements, and proper employee training (Juran, 2016).According to his works obtaining results and monitoring progress lies on the customer sector.
Customers are the final consumer of the products and the services. With the supply of the desired products which enhances customer satisfaction, it is evident that company revenues will be boosted which will enhance its profitability. Since customers are the final consumers, they should be given the mandate to give the results regarding the products. They give a report regarding the products quality, taste, and price factors. These factors dictate customer satisfaction which at long run affects the quantity of the consumer products required.
There are various means VOC could be assayed or administered. The data from customers can be collected using various means and techniques. These are; offering a questionnaire, interviews through mail, phones, or face to face. Using these techniques, customers will give their feedback regarding the products. This affects their consumptions. The obtained results from the client or customer are used to improve the product quality. A customer may desire certain quality for products, but if not given a chance to open up about their views regarding the products, they may shunt away from the firm. But given chance product quality will be in line with the customer’s desired qualities of features thus improving the company sells.
Additionally, there is usually two type of VOC. The first is reactive data. This type entails the clients or customers feedback, product returns, hotline data, or warranty claims. This kind of data is usually negative, but it is the most important type of VOC. It is used for improvement purposes in the firm. For example, a customer may raise a complaint and later shift to the competitor (Juran, 2016). This shouldn’t be taken negatively by the company but rather as an opportunity for improvement of their work delivery process and quality....