Voice of the Customer
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Format for Customer Needs Table
An example of a few rows from the customer needs table is shown below. Notice that the customer needs table should be a direct outgrowth of the third level of your Objective Tree. The customer needs table should begin to assign relative importance to each customer need, and identify how the team is expected to demonstrate that they have satisfied each customer need at the conclusion of their project -- or that they are on track to do so -- during their preliminary design review meetings over the duration of their MSD I and MSD II project.
|Affinity Group||Objective Number||Customer Objective Description||Measure of Effectiveness (How will you demonstrate that you have met the need).|
|Aff. Group Name.||CO 1||The Model Year 2012 Land Vehicle must have lower unit cost than the Model year 2010 Land Vehicle.||Documentation: Bills of Materials Cost Demonstration.|
|Aff. Group Name.||CO 2||The Land Vehicle must be Manufacturable in lots of 5 to 25 units||Documentation: Bills of Materials Cost Demonstration.|
|Aff. Group Name.||UO 1||The LV must be robust to damage by first year users.||Demonstration: The student team will demonstrate an ability for the LV to be used by a group of randomly selected first year engineering students, without damage to the vehicle.|
|Aff. Group Name.||UO 2||The LV must be safe for first year users.||Demonstration: The student team will demonstrate an ability for the LV to be used by a group of randomly selected first year engineering students, without harm to the users.|
After you have created your customer needs table, you need to document the minutes of your meeting with various stakeholder representatives, demonstrating that you have secured their agreement with the statements of need. If you decide to modify the customer needs table at any time in the future, you will need to schedule a follow-up with the stakeholders representatives to secure their agreement with the modification.
Mission Statement | Stakeholders | Benchmarks | Affinity Diagrams |Objective Tree | Constraints | Voice of the Customer