Shillito, M. Larry
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Hardcover
279 pages
Illustrations
Published: 2000
Publisher: CRC Press
ISBN / EAN: 1574442902
This guide provides a template for integrating Voice Of The Customer into the fuzzy front end of the commercialization process. It explores the tools required to shape a product or service whose elements balance customer and company needs that are affordable to both. Contains 115 figures, diagrams, tables and charts that give quick understanding of the concepts. A veteran of quality management describes processes and techniques by which a product development team can focus and communicate early. He provides a sequence for defining the company focus, defining the market, and customer focus, and describes a set of tools that can be used within the focus windo
