Design for X and VOC
On Monday class, I learnt about the voice of customer from a guess speaker, Elliot Hirst, and how the VOC is important and relate to the design process of products, or service. From my bachelor degree, marketing, I took many marketing courses. it always put the voc as the center of marketing field. To achieve in a business, it is really crucial for the organization to concern on what customer want and need. Due to if the organization listen to customer, it can know how to fulfill and serve their needs. And if they satisfied and happy with the products or service, it will contribute them to come back and have repurchase.
For the afternoon session, Jane also gave another useful lecture about Design for X and let us watched the video about unflyable plane. In each occurance of failure, it is necessary to find and investigate causes of the failure, even the failure is small and not big problem. This is because if we just ignore the failure, problems will still maintain and happen again. In my opinion, I think most of failure usually occur from human errors, which including not have training of staffs or employees. From the human, it consequently causes many other problems such as problems in system design, quality control, maintainance, and reliability towards the organization's products and service. Therefore, in order to prevent the faults, any organization can make used of the design for X, such as design for reliability, design for maintainability and design for serviceability. I believe that if the people concern more on these, it could help to reduce failure and could achieve more customer satisfaction.
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