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Voice of the Customer Capture and Analysis: Using Design for Six Sigma Metrics
Identify key customer needs with Six Sigma
Capturing and analyzing Voice of Customer (VOC) data is one of the hardest tasks faced by many product design teams. Yang gives them the ability to create and deploy surveys, immediately analyze the results, and coordinate and drive responsive actions.
Most design for six sigma product
development teams fall short on truly understanding their customers' wants and needs until it is too late. Market research studies and reports are not enough, they need more. In this book, Yang demonstrates how Design for Six Sigma's statistical methods can be deployed to: identify key customer needs and assess the cost of poor quality, design robust product to meet those needs, optimize product life cycles, and accurately validate their findings.
This resource details how Six Sigma statistical methods can be
used to identify key customer needs, design products that meet
those needs, optimize the production cycle, and accurately validate
findings.
CONTENTS:
Chapter 1: Value, Innovation, and the Voice of the Customer
Chapter 2: The Product Development Process
Chapter 3: Customer Value and the Voice of the Customer
Chapter 4: Customer Survey Design, Administration, and Analysis
Chapter 5: Proactive Customer Information Gathering--Ethnographic Methods
Chapter 6: VOC Data Processing
Chapter 7: Quality Function Deployment (QFD)
Chapter 8: Customer Value Creation by Brand Development
Chapter 9: Value Engineering
Chapter 10: Customer Value Creation Through Creative Design (TRIZ)
Chapter 11: Statistical Basics and Six Sigma Metrics
References
Index
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