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6 Cards in this Set
- Front
- Back
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What are the steps in define phase and their tools used? |
• Understand customer and business requirements: Voice of Customers • Complete Project Charter: Project Charter • Complete high level as is process map: SIPOC |
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What's VOC? |
Capturing Voice of Customers; capture stated, unstated and anticipated customers requirements, need and requirements. |
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Methods of VOC |
Surveys, Interviews, Focus groups, Suggestions/complaint/compliments, Observations |
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When to use survey method? |
1- Reach large number of customers in short period 2- Need generic feedback 3- Customers accessable through emails |
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When to use interview method? |
1- Have small number of customers 2- Need specific feedback 3- Customers accessable via phone or face to face 4- Customers willing to spend time for solo interview |
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When to use focus groups method? |
1- Have small number of customers 2- Need specific feedback 3- Customers accessable via phone or face to face 4- Customers willing to be in a specific venue along with other customers |
