Step number | Step title | Components |
---|---|---|
1 | Develop a customer–Focused business strategy | - Assess the business needs. - Identify customer segments. |
2 | Listening to the VOC | - To obtain useful and valid customer information and feedback: - Select research methods to gather customer information. - Probe for complete understanding. |
3 | Translating voice of the customer (VOC) into critical customer requirements (CCRs). | - Organize and verify customer needs data into CCRs. - Determine CCR priorities. - Identify CCR measurement and target |
4 | Developing measures and indicators | - Translate the CCRs into output indicators: - Identify and select output indicators. - Establish output performance targets. |