01298nam a2200277Ia 4500 TVU_9190 210423s9999 xx 000 0 und d 0071465448 9780071465441 eng 658.4 Y21 Yang, Kai Voice of the customer capture and analysis Kai Yang New York McGraw-Hill xi, 416 p. ill. 24 cm Includes bibliographical references (p. 399-402) and index Voice of the Customer Capture and Analysis equips Six Sigma you with the skills needed to create and deploy surveys, capture real customers need with ethnographic methods, immediately analyze the results, and coordinate and drive responsive actions. Quality expert Kai Yang explains how to utilize the statistical methods of Design for Six Sigma to identify key customer needs and assess the cost of poor quality. He then shows how to design robust products to meet those needs, optimize product life cycles, and accurately validate their findings Quality control; Production management; Six sigma (Quality control standard) Kai Yang Trung tâm Học liệu Trường Đại học Trà Vinh