The Voice of the Customer — The Facilitating Instrument for an Improved “Market & Customer Understanding”

Thomas Lager

Chapter 10 in Contemporary Quality Function Deployment for Product and Process Innovation:Towards Digital Transformation of Customer and Product Information in a New Knowledge-Based Approach, 2019, pp 87-114 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The following sections are included:Identify the customers for the product and build a Stakeholder StructureCollect customer requirements from selected stakeholdersBuild a hierarchic structure of all Customer RequirementsReturn to selected customers for further importance ratings and customer benchmarkingDevelop and design supplementary rooms of interestPutting it all together in the “Voice of the Customer”The illustrative case of development and manufacturing of beer — The “Voice of the Customer”

Keywords: Quality Function Deployment; Product Development; Development; Manufacturing; Innovation; Technology; Product Innovation; Process Industry; Voice of the Customer; House of Quality; Manufacturing Industries; Matrix Analysis; Target Setting; Downstream Matrices; Process Matrix; Raw Material Matrices; Product Matrices; Multiple Progression; Integrated Knowledge Platforms (IKPs); Company Knowledge Creation; Company Knowledge Utilization (search for similar items in EconPapers)
JEL-codes: O3 O32 (search for similar items in EconPapers)
Date: 2019
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