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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
What's VOC?
Capturing Voice of Customers; capture stated, unstated and anticipated customers requirements, need and requirements.
Methods of VOC
Surveys, Interviews, Focus groups, Suggestions/complaint/compliments, Observations
When to use survey method?
1- Reach large number of customers in short period
2- Need generic feedback
3- Customers accessable through emails
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
When to use focus groups method?
4- Customers willing to be in a specific venue along with other customers
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