Voice of the Customer and Project Management Basics Flashcards
External customers are members of the
organization
False
The steps for developing CTS’s include all except
Measuring the parameter ahead of time
Establish quantifiable targets
Follow up with customers
Cultivate VOC data
Measuring the parameter ahead of time
*CTCs (critical to customer)
A QFD is a comparative assessment of the
What’s and How’s
What’s and Who’s
Who’s and How’s
Why’s and What’s
What’s and How’s
*Quality function deployment (QFD) = (the house of quality) provides a process for planning new or redesigned products and services (organizes customer requirements and desires [wants] and allows them to be traced to specifications).
Which
is certainly true about Critical to Satisfactions (CTS’s)?
CTS’s is like putting an aquarium in a lobby, nice to look at but does not benefit the customer
CTS’s are the basic elements used in driving process measure, improvement and control
CTS’s are typically an inefficient exercise that serves no useful purpose
CTS’s do not allow you to focus on any quality improvement
CTS’s are the basic elements used in driving process measure, improvement and control
There is only one type of critical to satisfaction measure
False *Customer Satisfaction Score (CSAT) Customer Lifetime Value (CLV) Overall satisfaction measure Loyalty measurement Attribute satisfaction measurements (Price or Quality Intentions to repurchase measurements
An important point for listening to the customer
includes all except
Individuals at higher levels in the organization are less informed
Share your results
Engage your customers
Injecting your personal perceptions into the
data
Injecting your personal perceptions into the
data
When exploring the What’s on a QFD, we must also
include:
The customers assessment of the how the competitors meet these customer requirements
Our assessment of the how the competitors meet these customer requirements
The customers assessment of the how the competitors meet our requirements
Our assessment of the how the competitors meet our requirements
The customers assessment of the how the competitors meet these customer requirements
*QFD (Quality Function Deployment) matrix. QFD is a customer-driven planning process by which products and services are matched to the needs of customers.
It is critical to ensure that our selected CTS’s
align with what is important to the customer
True
A QFD converts customer requirements into
multiple levels of
Internal requirements
Productivity
Competitor requirements
External requirements
Internal requirements
Critical aspects to our design, process or
product can be traced to how well we serve our customer, satisfy needs, and
Sell product
Make profit
Delight
Compete
Delight
Project charter benefits include all the
following except
Linked to company metrics
Will create a value or advantage for the business
Makes the boss happy
Improve customer satisfaction
Makes the boss happy
The elements of a project charter include all
the following except
Results
Problem statement
Post mortem
Scope
Post mortem
The project closure is primarily a negotiation
and must be carefully approached
False
*It is important to note that project closure is not a negotiation, it is a final step performed based on proving that the project met established goals and objectives, ensuring that required documentation is completed and appropriately stored, and conducting a closure meeting with the project sponsors to ensure agreement that the project is completed
One effective means of project documentation is
Writing the steps on the machine for the operator
Maintaining a notebook
Blogging
Story-Boarding
Story-Boarding
Project Charter results should
Only benefit the company
Have the maximum profit
Be specific
Be based only on what the team observes
Be specific
