The Voice of the Customer is the customer’s specification limits. Specification limits are different than control limits, which are calculated according to the control chart you are using.

Upper Specification Limit: The highest limit a customer would accept.

Example: A customer would wait in line at a drive through 7 minutes before being dissatisfied.

Lower Specification Limit: The lowest limit a customer would accept.

Example: A customer would expect no less than 100 M&Ms to be in a packet before being dissatisfied.

Specification Limit Video

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