{"id":5720,"date":"2026-10-06T20:52:59","date_gmt":"2026-10-06T18:52:59","guid":{"rendered":"https:\/\/skillagility.com\/en\/resources\/voc-translation-matrix\/"},"modified":"2026-10-07T10:38:54","modified_gmt":"2026-10-07T08:38:54","password":"","slug":"voc-translation-matrix","status":"publish","type":"docs","link":"https:\/\/skillagility.com\/en\/resources\/voc-translation-matrix\/","title":{"rendered":"VOC Translation Matrix"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Customers rarely speak in numbers. They say \u201ctoo slow\u201d or \u201cconfusing\u201d. The VOC Translation Matrix turns these statements into measurable targets your project can work with. Watch the short video, then work with the toolkit PDF: it explains the method, shows a worked example and gives you a blank template to fill in.<\/p>\n\n\n\n<div class=\"wp-block-group ska-tk-video is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"ska-tk-label wp-block-paragraph\">Tool video<\/p>\n\n\n<p class=\"wp-block-paragraph\">The short tool video will appear here.<\/p>\n<\/div>\n\n\n        <div id=\"ep-gutenberg-content-c38b2c5aa4aa52f5cbced5bb4ebb9a11\" class=\"ep-gutenberg-content aligncenter ep-percentage-width   ep-content-protection-disabled\" data-embed-type=\"PDF\" data-embed-url=\"https:\/\/skillagility.com\/wp-content\/uploads\/2026\/10\/VOC-Translation-Matrix_Toolkit_EN.pdf\">\n            <div class=\"embedpress-inner-iframe emebedpress-unit-percent ep-doc-c38b2c5aa4aa52f5cbced5bb4ebb9a11\" style=\"max-width:100%\" id=\"embedpress-pdf-voc-translation-matrix-en\">\n                <div >\n                    <div class=\"ep-embed-content-wraper\"><div class=\"position-right-wraper gutenberg-pdf-wraper\"><iframe title=\"VOC-Translation-Matrix_Toolkit_EN\" class=\"embedpress-embed-document-pdf embedpress-pdf-voc-translation-matrix-en\" style=\"width:100%;height:640px; max-width:100%; display: inline-block\" src=\"https:\/\/skillagility.com\/wp-content\/plugins\/embedpress\/assets\/pdf\/web\/viewer.html?&#038;file=https%3A%2F%2Fskillagility.com%2Fwp-content%2Fuploads%2F2026%2F10%2FVOC-Translation-Matrix_Toolkit_EN.pdf#key=dGhlbWVNb2RlPWN1c3RvbSZ0b29sYmFyPXRydWUmcG9zaXRpb249dG9wJnByZXNlbnRhdGlvbj10cnVlJmxhenlMb2FkPWZhbHNlJmRvd25sb2FkPXRydWUmY29weV90ZXh0PWZhbHNlJmFkZF90ZXh0PWZhbHNlJmRyYXc9ZmFsc2UmZG9jX3JvdGF0aW9uPWZhbHNlJmFkZF9pbWFnZT1mYWxzZSZkb2NfZGV0YWlscz1mYWxzZSZ6b29tX2luPXRydWUmem9vbV9vdXQ9dHJ1ZSZmaXRfdmlldz10cnVlJmJvb2ttYXJrPWZhbHNlJmZsaXBib29rX3Rvb2xiYXJfcG9zaXRpb249Ym90dG9tJmZsaXBib29rX3J0bD1mYWxzZSZmbGlwYm9va19oaWdobGlnaHRfbGlua3M9ZmFsc2UmZmxpcGJvb2tfaGlnaGxpZ2h0X2NvbG9yPSZzZWxlY3Rpb25fdG9vbD0wJnNjcm9sbGluZz0tMSZzcHJlYWRzPS0xJndhdGVybWFya190ZXh0PSZ3YXRlcm1hcmtfZm9udF9zaXplPTQ4JndhdGVybWFya19jb2xvcj0lMjMwMDAwMDAmd2F0ZXJtYXJrX29wYWNpdHk9MTUmd2F0ZXJtYXJrX3N0eWxlPWNlbnRlciZleHQ9JmN1c3RvbUNvbG9yPSUyMzAwMDAzMw==\" frameborder=\"0\" oncontextmenu=\"return false;\"><\/iframe> <\/div><\/div>                <\/div>\n            <\/div>\n        <\/div>\n    \n\n\n<h2 id=\"in-short\" class=\"wp-block-heading\">VOC Translation Matrix in short<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Collect real statements.<\/strong> Write down what customers say, word for word, from complaints, surveys or interviews.<\/li>\n\n\n<li><strong>Remove the emotion.<\/strong> Restate each statement as a neutral Customer Requirement.<\/li>\n\n\n<li><strong>Find the metric.<\/strong> Ask: how could we measure whether this requirement is met?<\/li>\n\n\n<li><strong>Set a target.<\/strong> Add a target value and a unit, for example \u201cless than 5 days\u201d.<\/li>\n\n\n<li><strong>Check with the customer.<\/strong> Confirm with real customers that the CTQ captures what matters to them.<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-group ska-tk-key is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"ska-tk-label wp-block-paragraph\">Key points<\/p>\n\n\n<ul class=\"wp-block-list\">\n<li>VOC \u2192 Customer Requirement \u2192 CTQ.<\/li>\n\n\n<li>A CTQ always has a metric, a target and a unit.<\/li>\n\n\n<li>Use real customer words as your starting point.<\/li>\n\n\n<li>Confirm your CTQs with the customer.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<p class=\"ska-tk-related wp-block-paragraph\"><strong>Related tools:<\/strong> <a href=\"https:\/\/skillagility.com\/en\/resources\/ctq-tree\/\">CTQ-Tree<\/a> \u00b7 <a href=\"https:\/\/skillagility.com\/en\/resources\/kano-model\/\">Kano Model<\/a> \u00b7 <a href=\"https:\/\/skillagility.com\/en\/resources\/smart-goals\/\">SMART Goals<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customers rarely speak in numbers. They say \u201ctoo slow\u201d or \u201cconfusing\u201d. The VOC Translation Matrix turns these statements into measurable targets your project can work with. Watch the short video, then work with the toolkit PDF: it explains the method, shows a worked example and gives you a blank template to fill in. Tool video [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_gspb_post_css":"","footnotes":""},"doc_category":[153],"doc_tag":[],"knowledge_base":[151],"class_list":["post-5720","docs","type-docs","status-publish","hentry","doc_category-01-define","knowledge_base-b303-lean-six-sigma"],"year_month":"2026-10","word_count":176,"total_views":"2","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"Stefan Lachmann","author_nicename":"stefan-lachmann","author_url":"https:\/\/skillagility.com\/en\/author\/stefan-lachmann\/"},"doc_category_info":[{"term_name":"01 DEFINE","term_url":"https:\/\/skillagility.com\/en\/resources\/b303-lean-six-sigma\/01-define\/"}],"doc_tag_info":[],"knowledge_base_info":[{"term_name":"B303 Lean Six Sigma","term_url":"https:\/\/skillagility.com\/en\/resources\/b303-lean-six-sigma\/","term_slug":"b303-lean-six-sigma"}],"knowledge_base_slug":["b303-lean-six-sigma"],"_links":{"self":[{"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/docs\/5720","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/comments?post=5720"}],"version-history":[{"count":1,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/docs\/5720\/revisions"}],"predecessor-version":[{"id":5779,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/docs\/5720\/revisions\/5779"}],"wp:attachment":[{"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/media?parent=5720"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/doc_category?post=5720"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/doc_tag?post=5720"},{"taxonomy":"knowledge_base","embeddable":true,"href":"https:\/\/skillagility.com\/en\/wp-json\/wp\/v2\/knowledge_base?post=5720"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}