What is "Voice of the Customer" (VoC) in Lean IT?

"Voice of the Customer" (VoC) is fundamentally about understanding customer needs and expectations. In the context of Lean IT, it serves as a process to capture customer feedback for improvements. This feedback helps organizations identify areas where they can enhance their services or products to better align with what customers desire. By actively listening to customers and analyzing their feedback, companies can prioritize improvements that lead to increased customer satisfaction and value delivery.

VoC plays a critical role in Lean philosophy, which emphasizes eliminating waste and maximizing value. It ensures that the work being done within an organization directly reflects the needs of the customer, thus fostering a customer-centric approach. By integrating this feedback into decision-making processes, organizations can make informed changes that resonate with their target audience, thereby improving overall performance and outcomes.