Acquiring, Processing, and Deploying
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A01=M. Larry Shillito
affinity
Affinity Diagram
Author_M. Larry Shillito
business
Business Case
Category=KJSU
Confidence Rating Scale
COPC
customer
Customer Chain
customer insight modeling
Customer Verbatims
Deployment Mechanisms
diagram
early stage product design process
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
house
Interrelationship Diagraph
john
Large Flame
market-driven innovation
plan
Pr Ep
product concept evaluation
PTR
QFD
QFD Framework
QFD Process
QFD Project
QFD Study
QFD Team
Qu Ali
qualitative quantitative synthesis
quality
Scaled Pair Comparison
stakeholder analysis methods
Sticky Pad
Substitute Quality Characteristics
Te Ch
Tree Diagram
user requirements engineering
Voc Collection
Voc Data
voice
wiley
Product details
- ISBN 9781574442908
- Weight: 720g
- Dimensions: 156 x 234mm
- Publication Date: 25 Sep 2000
- Publisher: Taylor & Francis Inc
- Publication City/Country: US
- Product Form: Hardback
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Do you want a better understanding of who your customers are? Do you want to learn how to acquire the customer voice? The next decade will be the decade of the customer. Meeting their wants, needs, and desires better than anyone else will be paramount to your organization's success. Acquiring, Processing, and Deploying Voice of the Customer gives you the tools you need to develop a Voice of the Customer (VOC) plan from beginning to end.
Shillito describes the delicate customer-company balance. He covers the various components types of VOC such as voice of the company, voice of the designer/engineer, and voice of marketing that must be integrated through the use of an interdisciplinary team to achieve a sustainable competitive advantage for the enterprise. The author not only discusses VOC but also includes a hybrid model - Customer Oriented Product Concepting (COPC) - for deploying VOC into a product or service design that balances the needs of the customer with the needs of the enterprise.
All of these elements go into developing a successful VOC process. However, timing is key. Shillito presents a step-by-step template for integrating VOC into the fuzzy front end of the commercialization process. He demonstrates how product development teams can get an early focus and stay on course during the commercialization process. The book provides a set of breakthrough tools that may be used to obtain and deploy VOC.
The most comprehensive VOC guide available, Acquiring, Processing, and Deploying Voice of the Customer provides you with the techniques required to shape a product or service so that their elements balance customer and company needs while being affordable to both. It describes qualitative and quantitative processes integrated into a system to determine the customer's wants and how you can meet them. The new methods found in this book will put you ahead of your competition and ahead of the crowd.
