In lean Six Sigma, the concept of voice of the customer (VOC) is paramount. VOC takes into account the customer’s wants and needs. But I believe this concept falls short in taking into account the wants, needs, and concerns of all aspects of an enterprise. We may not get the support we need to be successful if we don’t account for all stakeholders’ requirements.

When we begin to implement our initiatives, we may face resistance if we don’t consider the needs and wants of employees and managers. Furthermore, we are missing out on the opportunity to optimize our supply chains if we don’t consider the needs of our partners and suppliers. We should keep all these aspects in mind if we want to maximize organizational performance. That’s why in Toppazzini and Lee Consulting’s new lean Six Sigma model, I introduce the concept of voice of the enterprise (VOE). VOE considers all the wants and needs of each aspect of the enterprise. Doing so establishes trust and strengthens the vital relationships within the enterprise value chain.

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