- Introduction
- Obtaining the Voice of The Customer
- Market Segmentation
- Understanding Customer Requirements
- Listening to All the Voices
- Where to Go For Customer Requirements
- Conducting Surveys
- Survey Considerations
- Surveys - Sampling Frame
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- Structuring Survey Questions
- Affinity Diagram Toolset
- CTQC Tree Diagram Toolset
- Operational Definition Toolset
- Voice Of The Customer As Specifications
- QFD Simplified Toolset
- Progress Review - Define Phase
- Session Wrap-Up and Skill Check
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