Before we can define process defects, units and opportunities, you need to understand the needs of your customers or users, you need to hear the (Voice of the Customers), (Customers Needs) and conduct surveys or ask questions to gather and process customer’s views and comments and translate them into specifications.
From all this comes the CTQ (Critical to Quality) a product or service characteristic that must be met to satisfy a customers specification or requirement.
Define the Service or product you will deliver. Note that the term customer refers to both internal and external customer.
Remember always meet and poll your customers using Social Media. You can also use Polleverywhere.com or Surveymonkey you can then analysis the responses to provide the world class service to your customer.