generartion pahse 2 Flashcards
What does RACI mean
responsible
accountable
consulted
informed
what is responsible
people who do the work to achieve the task/activity
what is accountable
Person responsible for the correct and thorough completion of the deliverable/goal. Delegates the tasks to those responsible.
what is consulted
people who’s opinions are sought (two-way communication)
what is informed
people who are kept up to date on progress of the project (often only at the end or at milestones) one way communication
why do we need a communication plan
need to communicate with stakeholders. Need a strategy to get your message across effectively and efficiently.
how does the communication plan help
Helps to think about the type of message you are dealing with and choose the most effective and efficient way.
what is the goal of a communication plan
- Build commitment to the change by increasing awareness and providing relevant information
- Allows to leverage and complement stakeholder management work
wat does VOC mean
Voice of customer
what is VOC
- Describes customer’s needs and perceptions of a product/service
when to conduct a VOC
if you do something that will influence the project (process, product or service) then you need to keep the customers in mind.
what is step 1 of the VOC process
- Identify customers and determine what information is needed.
what is step 2 of the VOC
collect and analyze reactive system data then fill gaps with proactive approaches.
what is step 3 of the VOC
- Analyze data to generate a key list of customer needs in their language.
what is step 4 of the VOC
- Translate customer language in CTQ’s.
