SESSION 1: Understanding Customer Requirements 7.25 HOURS

  • Course Introduction
  • Voice of the Customer 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
  • Structuring Survey Questions
  • The Degree of Uncertainty in Sampling
  • Guideline for Margin of Error
  • Affinity Diagram Toolset
  • CTQC Tree Diagram Toolset
  • Operational Definition Toolset
  • Voice Of The Customer As Specifications
  • Cause & Effect Matrix Toolset
  • Skill Check
  • Course Completion and Feedback