Customer Segmentation Worksheet

In Lean Six Sigma (LSS), a Customer Segmentation Worksheet helps practitioners categorize customers into meaningful groups based on shared characteristics, behaviors, or needs. This tool is especially useful in the Define phase of DMAIC, where understanding the Voice of the Customer (VOC) is critical to identifying what’s Critical to Quality (CTQ).

🧩 Purpose of a Customer Segmentation Worksheet in LSS

• Clarify customer diversity: Not all customers value the same things—segmentation reveals distinct expectations.

• Prioritize CTQs: Helps tailor process improvements to the most impactful customer segments.

• Align metrics with customer needs: Ensures that what’s measured reflects what matters to each group.

• Support targeted solutions: Enables differentiated strategies for high-value vs. low-volume customers.

🔍 How It Fits into DMAIC

• Define: Use segmentation to clarify who the customer is and what they care about.

• Measure: Align metrics with CTQs from each segment.

• Analyze: Identify which segments experience the most defects or dissatisfaction.

• Improve: Tailor solutions to segment-specific pain points.

• Control: Monitor segment-specific KPIs to sustain improvements.