Course Description
It is widely recognized that customer focus is one of the keys to business success. Customer focus is used to carry the "Voice of the Customer" throughout your organization. The techniques used are extremely flexible and can be used in any situation to ensure that the needs of the customer remain paramount.
Who should attend?
This business improvement training course is designed to be of interest to:
- Those involved in the design or specification of products, processes or services
- Managers wishing to understand the benefits of QFD before company implementation
- Team members involved in a support role.
Benefits to Your Business
- Achieving customer focus in product, process or service planning helps to minimise design changes, dramatically increases customer satisfaction and reduces development cycle time.
- dentifying priorities based upon customer requirements enables the most effective use of limited resources.
Course Structure
Day 1
- The need for customer focus
- Who are our customers?
- Basic, Performance and Excitement Features - the Kano Model
- Gathering Customer Requirements
- Prioritising Customer Requirements
- Customer Competitive Assessment
- SWOT analysis and Planned Quality
Day 2
- Translating Customer Requirements into technical measures
- Developing the specification
- The "House of Quality"
- Resolving conflicts
- Concept generation and selection
- Deploying the "Voice of the Customer" throughout the development process.
Further Information
The cost of the public 2-day business improvement training course is £745+VAT to include:
- 2-day business improvement training programme
- Lunch and all refreshments
- Comprehensive documentation
- Free technical Helpline
Discounts are available for multiple bookings from the same company.
For further information about specific training on this subject, please call us on
(+44) (0)845 086 9000 or enter your details in our enquiry form.
