In today's era of quick gratification, consumers are more demanding than ever. To stay up with consumer expectations, brands are increasingly investing in Voice of Customer (VOC) programmes. It focuses on customer needs, expectations, and understandings, as well as product improvement.

(a) Explain the methods and terminology for listening to consumer voices.

(b) Process mapping is a Six Sigma project approach for visualising the stages involved in a specific activity or process. Identify and describe the Process Mapping - SIPOC components.

c) Discuss the steps involved in the Process Mapping including relevant intances.