Voice of the Customer Translation Matrix v3.

Voice of the Customer Translation Matrix

Base these comments and requirements on the main project customer - (listed under Customer in the SIPOC)

Identifying the Issue

Customer Comment
(What's the Priority? -
(What Are They Saying?)
Choose from Dropdown List)

Don't ignore me when I need something Timeliness

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 Voice of the Customer Translation Matrix v3.6

Voice of the Customer Translation Matrix

irements on the main project customer - (listed under Customer in the SIPOC)

Customer Requirement
(What's the Measurable Target?)

Check-in with customers in less than 5

minutes after the food order is delivered

Copyright 2019 GoLeanSixSigma.com. All Rights Reserved.

 Voice of the Customer Translation Matrix v3.6

Voice of the Customer Translation Matrix

Identifying the Issue

Customer Comment
(What's the Priority? -
(What Are They Saying?)
Choose from Dropdown List)

I shouldn't have to wait over 30 minutes for

my order, especially if the food doesn't Timeliness
have to be cooked

Don't ignore me when I need something Timeliness

I love the décor, but the lighting is so low, I

Choice
can't see my food after sundown

Sometimes the soup isn't hot enough Accuracy

Frequently you run out of my favorite lunch

Choice
dishes

Copyright 2019 GoLeanSixSigma.com. All Rights Reserved.

 Voice of the Customer Translation Matrix v3.6

Voice of the Customer Translation Matrix

Customer Requirement
(What's the Measurable Target?)

Lunch order delivery in 20 minutes or less

(entrees), 16 minutes or less for (salads,
soups and sandwhiches)

Check-in with customers in less than 5

minutes after the food order is delivered

Lighting at 1000 lumens at dusk

Soup should be served at 155 - 160

degrees farenheit

Food on the regular menu should be

available 100% of the time

Copyright 2019 GoLeanSixSigma.com. All Rights Reserved.

 Voice of the Customer Translation Matrix v3.6

Voice of the Customer Translation Matrix

Identifying the Issue

Customer Comment
(What's the Priority? -
(What Are They Saying?)
Choose from Dropdown List)

Why do to have have to give such a lead

Timeliness
time to get a simple pick-up order?

There's some new hot sauces Choice

Sometimes my order is cold

Accuracy
when I come to get it

I'm tired of waiting Timeliness

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 Voice of the Customer Translation Matrix v3.6

Voice of the Customer Translation Matrix

Customer Requirement
(What's the Measurable Target?)

Pick-up orders take 20 minutes or less

Flyer included in every

pick-up order bag

Hot food should be 140 degrees

at time of pick up

Pick-up order in 7 minutes or less

Copyright 2019 GoLeanSixSigma.com. All Rights Reserved.