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Customer Voice Boards
Frank Zeihsel

14 Seiten 241 KB

Customer Voice Boards

Abstract

The customer voice is an evident input to product improvement and Quality Function Deployment (QFD). Through the last years the way the customer communicates with the enterprise has changed. The sales manager is not the only contact to the customer anymore.
Every day different contacts of customers with different persons in all departments of an enterprise take place. To get along with this changed situation it is necessary to change the way the customer voice is handled. A systematic approach to solve this problem are Customer Voice Boards, a management strategy that presents appropriate tools to integrate the customer voice from all departments into the processes where the information is needed. In this article the idea of Customer Voice Boards as well as different forms of realization of Customer Voice Boards and possible computer-based solutions are presented.

Autor

Dr. Frank Zeihsel works with enbiz engineering and business solutions GmbH, Kaiserslautern, Germany.




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