Section 4 - Define Phase Introduction Flashcards
What are the three steps in the Define Phase?
- Understand Customer and Business Requirements
- Complete the project charter
- Complete high-level as is process map
What is the focus of Step 01 in the Define Phase?
Understanding your customer’s problem
What technique will you learn in Step 01 of the define phase?
Voice of Customer technique
What is the objective of capturing the Voice of Customer?
To capture the stated, unstated and anticipated customer requirements, needs and desires
List some methods to capture the Voice of Customer.
- Surveys
- Interviews
- Focus Groups
- Suggestions
- Complaints or Compliments
- Observations
When should you use survey methods?
When you want to reach a large pool of customers in a short amount of time
What is a disadvantage of survey methods?
Rarely helpful to get specific feedback unless the survey questionnaire is effectively designed
When is the interview method most appropriate?
When dealing with a relatively smaller segment of customers needing specific feedback
What is the key difference between the interview method and the focus group method?
Interview method meets one customer at a time, while focus group method meets a group of customers at a time
What modern techniques can be used to gather customer voices?
- Facebook or LinkedIn likes
- Customer reactions on social media
- Online polls
What tool will you learn in Step 03 of the Define Phase?
SIPOC
What is the purpose of the toll-gate review meeting?
To meet your project champion post completion of the three steps of the phase
Fill in the blank: The survey method is useful for gaining _______ feedback of products or services.
generic
True or False: Focus groups are better than interviews for gathering detailed feedback from individual customers.
False
