Course agenda:

            Module 1:        INTRODUCTION
                                    – What is the ‘Big Picture’
                                    – How VOC fits
                                    – Some definitions

             Module 2:        WHO IS THE CUSTOMER?
                                    – Identifying levels of customers
                                    – Prioritizing customers

             Module 3:        CUSTOMER EXPECTATIONS (needs & wants)
                                    – Kano’s Model – Customer expectations
                                    – Methods of data collection
                                    – Customer requirements

             Module 4:        IDENTIFYING CTCs
                                    – Elements of QFD
                                    – Translating customer requirements into design requirements
                                    – How many houses?

             Module 5:        THE SCORECARD
                                    – Measuring Cost, Time & Performance
                                    -- Types of Scorecards
                                    •         Part
                                    •         Process
                                    •         Performance
                                    •         Software