DMAIC Phase 1.2–Define: Perform Initial Voice of the Customer

THE RESEARCH DOMAIN OF PRODUCT-SERVICE SYSTEMS AND VOICE OF THE CUSTOMER: A SYSTEMATIC MAPPING

Proceedings of the Design Society ◽

10.1017/pds.2021.571 ◽

2021 ◽

Vol 1 ◽

pp. 3101-3110

Author(s):

Carl Nils Konrad Toller ◽

Marco Bertoni

Keyword(s):

Research Area ◽

Service Systems ◽

Future Research ◽

Systematic Mapping ◽

Progressive Development ◽

Development Cycle ◽

Product Service ◽

Product Service Systems ◽

Research Domain ◽

Voice Of The Customer

AbstractProduct-Service Systems (PSS) have emerged as a key concept to meet the societal and market trends of increasing customer needs through the entire life-cycle. Unfortunately, several companies are struggling with getting revenues from service investments and translating 'real needs' to design improvements. The demand of the designer to go beyond the Voice of the Customer (VoC) is evident. This paper aims to map the interventions proposed by research in the area of PSS and VoC. Using a systematic mapping approach, the research domain was analyzed with regards to context and interventions. The results show a progressive development in the research area with a focus on the specification and realization of needs. A gap exists in connecting the engineers with 'real needs' and integrating the customer as a natural part of the entire development cycle of a PSS. By performing a systematic mapping, future research can be more focused and hopefully increasing its impact.

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World Café method integrated with QFD for obtaining the Voice of the Customer

Production ◽

10.1590/0103-6513.20170097 ◽

2018 ◽

Vol 28 (0) ◽

Cited By ~ 1

Author(s):

Jair Gustavo de Mello Torres ◽

Pedro Luiz de Oliveira Costa Neto

Keyword(s):

World Cafe ◽

The Voice ◽

Voice Of The Customer

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New coatings technology trends: a VOC – voice-of-the-customer – study 2007-2012

Focus on Powder Coatings ◽

10.1016/s1364-5439(05)70379-8 ◽

2005 ◽

Vol 2005 (8) ◽

pp. 5-6

Keyword(s):

Technology Trends ◽

Voice Of The Customer

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Voice of the Customer Oriented New Product Synthesis Over Knowledge Graphs

Volume 1A: 38th Computers and Information in Engineering Conference ◽

10.1115/detc2018-85909 ◽

2018 ◽

Author(s):

Feiwei Qin ◽

Hairui Xu ◽

Weicheng Zhang ◽

Lin Yuan ◽

Ming Li ◽

...

Keyword(s):

Language Processing ◽

Online Shopping ◽

Specific Aspect ◽

Product Reviews ◽

Product Knowledge ◽

Online Data ◽

Challenges And Opportunities ◽

Knowledge Graphs ◽

The Voice ◽

Voice Of The Customer

The online shopping has been much easier and popular, and meanwhile brings new challenges and opportunities to the field of product design and marketing sale. On one hand, product manufacturers find it challenging to produce new popularly accepted products to meet the customers’ needs; on the other hand, end customers usually feel it difficult to buy ideal goods that they really want, even if navigating a huge amount of commodities. There are indeed a ‘communication gap’ between the customers and manufacturers. As an effort to partially resolve the issue, this paper proposes a novel product synthesis approach from ‘voice of the customer’ over product knowledge graphs. Here the voice of customers mainly refer to the buyers’ product reviews from online shopping platforms or blogs, while the product knowledge graph is constructed containing professional hierarchical product knowledge on its properties based on ontological models. Using the technologies of natural language processing, we first extract the customs’ polarities on each specific aspect of a product, which are then transited to design requirements on the product’s design components. Based on the requirement extractions, and the pre-built product knowledge, semantic web and reasoning techniques are utilized to synthesize a novel product that meets more customer needs. Typical case studies on mobile phones from raw online data demonstrate the proposed approach’s performance.

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