What does VOC stand for in TQM and what does it represent?

In Total Quality Management (TQM), VOC stands for "Voice of the Customer." This concept is vital as it encompasses the expectations and feedback from customers regarding a product or service. Understanding the voice of the customer allows organizations to focus on what truly matters to their clientele, guiding them in making informed decisions that enhance customer satisfaction and align products or services with market demands.

The emphasis on customer expectations is crucial because it helps businesses to not only meet but exceed customer needs, thereby fostering loyalty and improving overall quality. By actively seeking and incorporating customer feedback, organizations can identify areas for improvement and ensure that their offerings resonate well with their audience. This approach is integral to TQM principles, which prioritize continuous improvement and customer satisfaction as fundamental goals.