What is Voice of Customer (VOC)

Ensuring the quality of testing laboratory services plays an important role in the field of service sector. Acknowledging the revolution of Six Sigma (SS) in the corporate world and service sector, testing laboratories can also be benefited by the application of the same. SS focuses on process improvement that is a major determinant of customer satisfaction. CTQ (critical to quality) is a quality characteristic of a product or a service that is required to be improved from a customer's point of view. CTQs are the key measurable indicators of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. The aim of this research is to develop a model for establishing CTQ for testing laboratory. The focus is on establishing process-wise CTQ characteristics from the voice of customer taken from direct and indirect customers associated with testing laboratories. The list of established CTQs will be a useful guide for both practitioners and academics willing to evaluate performance of testing laboratories.