CPIM Practice Exam

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What does the voice of the customer (VOC) represent in terms of quality function deployment?

Technical requirements of a product
External customer descriptions of desired functions
Internal stakeholder feedback
Market research data

The correct answer is: External customer descriptions of desired functions

The voice of the customer (VOC) in the context of quality function deployment (QFD) is fundamentally about capturing and understanding what the external customers want and need regarding a product or service. It involves gathering direct feedback from customers about their expectations, preferences, and experiences, allowing organizations to align their product features and functionalities with customer demands. Choosing the correct option emphasizes the importance of external customer descriptions, as it directly informs the development process by ensuring that the product being created meets actual market needs. This process enables businesses to prioritize customer desires effectively and translate them into specific technical requirements during product development. While other options might relate to various aspects of product development, such as internal feedback or market research, they do not directly capture the essence of VOC, which focuses specifically on what external customers articulate as their desired functions and capabilities. This distinction is crucial in QFD, as it drives the design and improvement of products based on genuine customer input.