Customer Flashcards
Name examples of Product Value Characteristics:
Name examples of Product Value Characteristics:
- Performance
- Features
- Conformance
- Timeliness
- Reliability
- Serviceability
- Durability
- Aesthetics
- Reputation
- Completeness
- Pricing
Name examples of Service Value characteristics:
Name examples of Service Value characteristics:
- Competence
- Reliability
- Accuracy
- Timeliness
- Responsiveness
- Access
- Courtesy
- Communication
- Credibility
- Understanding
- Pricing.
We can identify 2 types of costumers:
We can identify 2 types of costumers:
- The customer that uses the product or service
- The person next-in-line of the process.
Who can define value in Lean?
Who can define value in Lean?
Only the customer.
Focussing on the employees, we see that they want three basic pieces of value:
Focussing on the employees, we see that they want three basic pieces of value:
- Ensure that any existing service I use work and when it stops working, please restore it as quickly as possible.
- I regularly need new functionality to match the way my business is evolving, please give me new functionality as quickly as possible so that I can meet the needs of my customers.
- Assuming that everything else is going well enough, I may require advice about how I can use IT to improve my business.
Customer value is made up of:
Customer value is made up of:
- Requirements
Is a specific property that the product must have: otherwise the customer will not buy it. - Wishes
Is a property that excites the customer if the product has this property.
Together the requirements and wishes represent the:
Together the requirements and wishes represent the:
Voice of the Customer (VoC)
How to determine the CTQ’s?
How to determine the CTQ’s? (Critical to qualify)
After understanding the Voices of the Customer. Select the most importent requirements and wishes that most affect the customer’s value experience.
How to identify the Key Attributes?
How to identify the Key Attributes?
Having defined the CTQ, the organisation must define their key internal attributes. The attributes must be measurable. In this way, customer expectations are translated into measurable internal objectives and activities.
What is the CTQ tree?
What is the CTQ tree?
- The CTQ’s,
- and key attributes, related to the
- Voice of the Customer.
Why is segmentation of customers importent?
Why is segmentation of customers importent?
Each segment may have different needs and spending capability.
Ways to collect information regarding the Voice of the Customer:
Ways to collect information regarding the Voice of the Customer:
- Observation
- Interviews
- Surveys
- Social Media
3 other sources of improvement initiatives:
3 other sources of improvement initiatives:
- Voice of the business
Identifies improvements to help the organization achieve its goals and objectives - Voice of the process
Identifies improvements based on the performance of processes - Voice of the regulator
Identifies improvements based on changing legal requirements
