本文件描述了获取客户声音（VOC）和利益相关者声音（VOS）的量化方法及其目的，并提供了使用适用工具和方法的建议。这不是一个管理体系标准。 注:它没有为组织制定和系统管理其政策、流程和程序以实现特定目标提供要求或指导方针。 本文件的用户包括确保客户满意所需的所有组织职能，包括业务规划、营销、销售、研发（R&D）、工程、信息技术（IT）、制造、采购、质量、生产、服务、包装和物流、支持、测试、监管和硬件、软件、服务、，以及系统组织。

This document describes quantitative approaches for acquisition of the voice of customer (VOC) and voice of stakeholder (VOS) and its purpose, and provides recommendations on the use of the applicable tools and methods. It is not a management system standard. NOTE It does not provide requirements or guidelines for organizations to develop and systematically manage their policies, processes, and procedures in order to achieve specific objectives. Users of this document include all organization functions necessary to assure customer satisfaction, including business planning, marketing, sales, research and development (R&D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.