Voice of Customer method to support product development of dental hand instruments : improving the integration of customer insight in the development of dental hand instruments

Abstract

Thesis explored the development of a process for integrating the Voice of Customer (VoC) into the product development of dental hand instruments. The aim of the study was to create a process, instruction or a recommended chain of activities for an organization (LM-Instruments Oy). It was implemented by systematically collecting, analyzing, and utilizing end user feedback in enhancing product design and user requirements. A combination of literature review, seven semi-structured interviews, and stakeholder analysis was implemented to highlight the importance of capturing and analyzing VoC data, arranging it into tangible input, and applying the information for product development of dental hand instruments. Discoveries serve the needs of both professionals and patients. The outcome of the study were three systematic action plans for integrating VoC to product development of dental hand instruments.