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How Unstated Customer Needs May Drive Innovation

  • Author(s): Robert W. Stoddard
  • Publish Date:
  • Publisher: Software Engineering Institute
  • Type: Webinar
  • Topics: Measurement and Analysis, Process Improvement
  • Description: Robert W. Stoddard discusses SEI SEMA's efforts on Voice-of-the-Customer methods, which are shown to be effective at identifying unstated customer needs (Dec. 2009).
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Abstract

Part of the SEI's Software Engineering Measurement and Analysis (SEMA) efforts this year included the training, application, and extension of modern Voice-of-the-Customer (VoC) methods leveraged from the Design-for-Six-Sigma (DFSS) arena.Specifically, several measurement methods known as KJ interviews and workshops, followed by Kano analysis, were coupled with the SEI's semi-automated text analysis techniques to help scale up the industry-proven DFSS techniques for larger, geographically distributed settings. This webinar will provide more detailed insight to this work, the planned maturation of the modifications of these techniques, and lessons learned in using these methods with SEI collaborators this past summer.The bottom line remains clear: These methods are effective at identifying unstated customer needs which lead to the formulation of innovative solutions that drive customer delight, customer loyalty, and increased market share.

About the Speaker

Robert W. Stoddard currently serves as a Senior Member of the Technical Staff at the Software Engineering Institute. Robert architected and designed several leading measurement and CMMI High Maturity courses including: "Understanding CMMI High Maturity Practices", "Improving Process Performance using Six Sigma", and "Designing Products and Processes using Six Sigma."

About the Speaker

Robert W. Stoddard Robert W. Stoddard

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