The Voice of the Customer (VoC) is a term used in business to describe customer's expectations and requirements. It can also represent customer's feedback about their experiences with, and expectations of, a rendered product or service. Others define it as the statement made by the customer about a product or service. This course discusses the importance of the Voice of the Customer to a business’s success and describes how to anticipate and meet customer needs and requirements once this data is captured.
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Rosaida Cestari has a Bachelor of Science in Metallurgy and Materials Science Engineering from the Illinois Institute of Technology. She has over thirty-five years of experience in the Quality field of mass production companies. Mrs. Cestari’s expertise lies in developing quality systems under ISO 9001. She is a leader in problem-solving and process improvement techniques.Rosaida is skilled in Advance Product Quality Planning (APQP) process, Failure Mode and Effects Analysis (FMEA), and control plans. She is currently developing training material to standardize processes and improve efficiency.
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