09 RB VOC.ppt

09_RB_VOCIntroductiontotheVoiceoftheCustomer客户需求调查简介DefineModule:08-18-06侦就珠菩邦罪目刽峨土绍丘询壶常敝衬圾泣沫忘剂沧烂愁险乎拷感深能俐09_RB_VOC09_RB_VOC8/19/-AllRightsReserved-pany*Objectives/Overview目标/概述Attheendofthismoduleyouwillbeableto:当这个课程结束的时候,你能:heterm“VoiceoftheCustomer”(VOC)定义客户需求Describethethreedifferenttypesofcustomers描述三种不同类型的客户群Describethedifferenttypesofcustomerneeds描述三种不同类型的客户需求Statedneeds. 定期需求Latentneeds. 潜在需求UnderstandandpracticedatacollectionfromCustomers 理解并且练****从客户处搜集数据ContextualInquiry 情景测试Interviews 拜访UnderstandthebasicprincipleoftheKanoModel…了解KanoModel的一些基本原理…FormaKanomatrix绘制Kano矩阵Categorizedelightersanddisappointers 归类满意和失望先犀本讲黑绒蕉瞎汪夜雇汲包胎解泉平栖匣艰秘晦讳铸棠驰****途簇揣然炎09_RB_VOC09_RB_VOC8/19/-AllRightsReserved-pany*定义需求Objective目标主要内容PotentialToolsandTechniques潜在的工具或技术主要成果定义商机根据VOB/VOC定义内部客户和外部客户得到VOC并且分类或者优化客户需求确定关键客户的指标响应项目定义/团队章程项目计划/风险分析流程图柏拉分布图项目定位和业务计分卡设计目标客户关注矩阵定义任务/愿景/范围建议商业案例和决策流程定义团队/流程/&&ACTIONSActionPlanProjectFocus$$CCRsItemsintanarealsoDMAICtasks,andarenotspecificallyre--AllRightsReserved-pany*定义需求Objective目标MainActivitiesPotentialToolsandTechniquesKeyDeliverablesIdentifythebusinessopportunityIdentifyinternal/externalcustomersassourceofkeyVOB/riteriaObtainVOCandclassify/prioritizecustomerwants/needsIdentifykeycustomermetricsresponsivetoVOCProjectDefinition/TeamCharterProjectPlan/RiskAnalysisProcessmapsParetochartsProjectalignmentwithbusinessscorecardDesigngoalsCustomer-focusedmetricsIdentifyMission/Vision/ScopeEstablishbusinesscaseanddecisiontollgateprocessIdentifyteam/resources/scheduleIdentifycustomerneedsK