Defines and identifies the customerís
requirements, to include VOC, (voice
of the customer), data, and expectations converted into a
measurable expression and used to ensure process
compliance with the customers' needs.
This is an ongoing matter and needs to be
updated as the customer's requirements change. Data is traditionally
collected using customer surveys and the like.
In a six
sigma program, a customer may actually be another department that is
'up stream' or 'down stream'.
Also see Ask
The Customers!!, and Poor
Quality Can Cost You Customers, Forever.