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Voice of the Business (VOB)

Understanding Voice of the Business (VOB) in Customer-Centric Management

The Voice of the Business Understand it as well as the Voice of the Customer. VOB is as critical as the expected VOC. As the customers express what they want and expect, internal requisitions and dreams influence how the company operates. This article examines what is VOB and how it influences our choices and our ability to serve customers.

What is Voice of the Business (VOB)?

The VOB represents the internal customer, which is the organization itself. It includes budgetary, cost pressure, gross margin targets, and other internal issues that drive strategic decisions and tactics. Similar to VOC, the better management grasp of the VOB, the more likely they are to integrate internal goals and customer expectations.

Balancing VOB and VOC:

Consider a scenario what if time is fast tracked, and production and supporting costs are dramatically increased to meet demand? Here we need to “listen” to the VOB. Is the customer willing to pay this extra amount? Or can the organization absorb it if the customer does not want to take over the cost? Discussing VOC and VOB transparently with the customer enables management to “align” his views with our issues, increasing the likelihood of acceptance and therefore customer satisfaction.

Embracing Gemba and Genchi Genbutsu:

In fulfilling the objective of exploring the VOB and VOC, it is critical to develop the principle of Gemba and Genchi Genbutsu .  As the place of work, Gemba requires both managers and workers to understand the operational reality. Visiting the shop floor, observing how work is conducted, and speaking to employees provide valuable insights into customer demands and employee morale.

Benefits of Genchi Genbutsu:

Advantages of Genchi Genbutsu Indeed, obtaining information through watching processes is an advantageous method. An observer may gain enormous comprehension by either seeing how production unfolds in a factory or obtaining more facts about data tracking in the administrative sphere. Moreover, encouraging front-line workers to look for solutions and improvements means making full use of their knowledge and ensuring organizational flexibility.

Final Thoughts:

Voice of the Business is just as crucial as the Voice of the Customer from the perspective of customer-centric management. Observance of such principles as Gemba and Genchi Genbutsu makes it possible to link internal needs and external requirements and create an atmosphere of constant learning and customer focus.

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