| Document Type
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BL
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| Record Number
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1018147
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| Doc. No
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b772517
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| Main Entry
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Yang, Kai.
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| Title & Author
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Voice of the customer : : capture and analysis /\ Kai Yang.
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| Publication Statement
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New York :: McGraw-Hill,, ©2008.
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| Series Statement
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Six sigma operational methods series
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| Page. NO
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xi, 416 pages :: illustrations ;; 24 cm.
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| ISBN
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0071465448
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: 9780071465441
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| Bibliographies/Indexes
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Includes bibliographical references (pages 399-402) and index.
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| Contents
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Value, innovation, and the voice of the customer -- The product development process -- Customer value and the voice of the customer -- Customer survey design, administration, and analysis -- Proactive customer information gathering : ethnographic methods -- VOC data processing -- Quality Function Deployment (QFD) -- Customer value creation by brand development -- Value engineering -- Customer value creation through creative design (TRIZ) -- Statistical basics and six sigma metrics.
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| Abstract
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"Most Design for Six Sigma product development teams fall short of truly understanding their customers' wants and needs until it is too late. Market research studies and reports simply do not provide sufficient guidance. Today's Six Sigma practitioners need a comprehensive approach to designing and building customer value-based products." "Voice of the Customer Capture and Analysis now gives you the ability to create and deploy surveys capture real voice of the costumer in the field, immediately analyze the results, and coordinate and drive responsive actions." "This powerful product development tool demonstrates how to utilize the statistical methods of Design for Six Sigma to identify key customer needs ... assess the cost of poor quality ... design robust products to meet those needs ... optimize product life cycles ... and accurately validate their findings."--Jacket.
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| Subject
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Production management-- Statistical methods.
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Quality control-- Statistical methods.
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| Subject
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Six sigma (Quality control standard)
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Production management-- Statistical methods.
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| Subject
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Quality control-- Statistical methods.
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| Subject
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Six sigma (Quality control standard)
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| Dewey Classification
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658.4/013
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| LC Classification
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TS156.Y345 2008
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