The customer voice is an
evident input to product improvement and Quality Function Deployment (QFD). Through the
last years the way the customer communicates with the enterprise has changed. The
sales manager is not the only contact to the customer
anymore.
Every day different contacts
of customers with different persons in all departments of an
enterprise take place. To get
along with this changed situation it is necessary to change
the way the customer
voice is handled. A systematic approach to solve this
problem are Customer Voice Boards,
a management strategy that presents appropriate tools to
integrate the customer voice from
all departments into the processes where the information is
needed. In this article the idea of Customer
Voice Boards as well as different forms of realization of
Customer Voice Boards and possible
computer-based solutions are presented.