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Table Of Contents

Customer Requirements
Exploring Our Values Exercise - Part I
What Do We Measure Today?
Values Exercise - Part II
New Measures Arise When New Questions Are Asked
Theatre Exercise (Part 1)
Theatre Exercise (Part 2)
Who Is Your Customer?
Maximizing Customer Value
What Is “Voice of the Customer”?
Who Are the Customers?
Why Is VOC Important?
Who are Your Customers? (project focus)
How Do Our Customers Communicate with Us?
Customers Define “Quality”
Performance Need Categories
Identify Your Customer Segments
Customer Segment Matrix
Customer Segmentation Worksheet
Listening to the VOC
Focus Groups
Critical to Quality requirements (CTQs)
Customer Input to Key Issues to CTQs
Affinity Diagrams
Tree Diagram Example: Pizza
Determining “Critical Customer Requirements”
CCR Selection Methods
CTQ Key Buying Factor Analysis
Kano Model
The Kano Model Classifies Customer Needs
Collecting the VOC based on Kano analysis
Collecting the VOC (cont.)
The Difficulty in Collecting Delighters
Getting to Delighters
Uses of The Kano Model
Applying the Kano Table to Develop CTQs
Using the Kano Model to Validate Features
Advantages of Classifying Critical Needs
Getting to KPOVs (Big “Y”s)
CTQ and CBR Examples
Finalizing the Big “Y”s
4. Create a SIPOC map
The SIPOC map
Basic Steps of SIPOC Process Mapping
Basic Steps of SIPOC Process Mapping (cont.)
Versions of a Process
Stakeholder Check-In
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Published by Fatkul Mubin

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Published by: Fatkul Mubin on Jul 20, 2011
Copyright:Attribution Non-commercial


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