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VOC (Voice of the Customer)

Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL, for example) to describe the in-depth process of capturing customer’s expectations, preferences and aversions. Specifically, the Voice of the Customer is...

Subject-Matter Expert (SME)

A Subject-Matter Expert (SME) is a person with deep knowledge. They possess extensive expertise in a specific area. They have years of experience and training. This makes them highly valuable. Their insights are invaluable in various sectors, including education,...

Key Performance Indicator (KPI)

A performance indicator or key performance indicator (KPI) is a type of performance measurement. KPIs evaluate the success of an organization or of a particular activity (such as projects, programs, products and other initiatives) in...

Z-score

“In statistics, the standard score is the number of standard deviations by which the value of a raw score (i.e., an observed value or data point) is above or below the mean value of what is being observed or measured. Raw scores above the mean have positive...

VOP

Lean Six Sigma Voice of the Process (VOP). Lean Six Sigma VOP (Voice of the Process) has many ways to organize your six-sigma lean six-sigma process. The process is how it communicates its performance with respect to customer expectations and requirements. These...