Customer-driven Process Improvement: Identifying Customer Needs

Overview/Description
Rapid change and intense competition mean that organizations have to establish and maintain a clear, consistent understanding of their customers' requirements, and then meet those requirements on an ongoing basis. Information about what customers need should drive strategy and core process improvements. But the first step in any customer-driven process improvement initiative is determining customer requirements. This course describes a process for doing this. It explains how to define your customers in a way that focuses on which customer voices matter the most as an input to a process improvement initiative. It also describes how to gather high quality information about customers by using tools such as surveys, focus groups, and interviews. And it explains how to analyze customer data effectively using the Kano model.

Target Audience
Supervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement

Expected Duration (hours)
1.0

Lesson Objectives

Customer-driven Process Improvement: Identifying Customer Needs

distinguish between the different approaches to segmenting customers

determine the most appropriate customer data-gathering tool for a given situation

assess whether customer data has been analyzed effectively in a given scenario