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Objectives
•Identify VOC sources and collection methods
•Establish CTQ’s (Critical to Quality)
Typical Reactive Systems
Customer complaints (phone or written)
–Problem or service hot lines
–Technical support calls
–Customer service calls
–Claims, credits, contested invoices
–Sales reporting
–Product return information
–Warranty claims
–Web page activity
•Reactive systems generally gather data on:
–current and former customer issues or problems
–current and former customers’ unmet needs
–current and former customers’ interest in particular products or services
Sources of Customer Information:Interviews
•Purpose: To learn about a specific customer’s point of view on service issues, product/service attributes, and performance indicators/measures.
•Uses: Interviews are useful at several points during the process of gathering customer needs.
–At the beginning: to learn what is important to customers, which supports the development of hypotheses about customer expectations.
–In the middle: to clarify points or to better understand why a particular issue is important to customers.
–At the end: to clarify findings, to get ideas and suggestions, or to test ideas with customers. |
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发表于 2018-1-26 11:04:55
发表于 2018-1-27 09:18:12