Abstract
Collecting information via the voice of the customer (VOC) is a universal pursuit, regardless of the initiative or program you're involved in. It's certainly a focal point of the author's design for Six Sigma program. Customer does not mean consumer. By calling it VOC, people might think it's about customers, especially direct or end customers, or consumers. It has a broader meaning than that. To better understand the scope of VOC the author would like to call attention to what makes an effort or initiative succeed or fail. That's what should decide the VOC scope. The message is that to be successful, players other than end customers must be heard. To be successful, you need to effectively address all stakeholders' needs. As a major venue for need identification, VOC should include all stakeholders. VOC should be voice of all stakeholders (VOS).