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Larry Shillito M.


Taylor and Francis

Data premiery:


548,63 PLN
Wysyłamy w 21 dni

Opis produktu

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 organizations 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 customercompany 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 stepbystep 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 customers 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.The World of VOC'Company and Customer Focus'Collecting VOC'Interpretation and Translation of VOC'Structuring Customer Data'Quantifying Structured VOC'VOC Integration'Deploying VOC'Tracking VOC into the Future'The VOC SystemA Seasoned Perspective'Appendix A: VOC Forms'Appendix B: Kano Collection and Interpretation Method'Appendix C: Customer Oriented Product Concepting (COPC)'Appendix D: VOC Example (3hole punch)'Appendix E: Bibliography Quality Function DevelopmentVoice of the Customer properly acquired and deployed using the Customer Oriented Concepting Process (COPC) has been a powerful combination for us. Properly deployed at the front end of the commercialization process VOC and COPC allowed us to make decisions faster and right as well as establish a core platform for the future. This book provides the framework and logical sequence of these tools.Richard Tetro Vice PresidentTechnical Director Black Clawson Converting Machinery LLC.'' Understanding customers needs a

Data Publikacji: 2000-09-25
Wymiary: 234 mm 156 mm 566.99 gr

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